Vice President, Customer Experience

About the Company

Pek is the operating system powering the experiences industry - from museums and attractions to tours and activities. With over $7B in bookings, Peek's AI-powered platform has helped thousands of merchants to increase revenues, save time, and deliver seamless guest experiences.

Responsibilities

• Unify customer operations across Peek Pro, Connect&GO, and ACME Ticketing brands
• Own the entire post-sales operating model including Onboarding, Customer Success, and Technical Support
• Architect new organizational structures, processes, and metrics to scale intelligently
• Implement AI and automation as a core operating system to reduce manual toil and improve efficiency
• Drive revenue growth through retention, expansion, and upsell strategies
• Define and own KPI frameworks for Onboarding, Success, and Support across all brands
• Translate customer sentiment into structured recommendations for Product and Engineering teams
• Lead a multi-brand team of Directors, Managers, and ICs

Requirements

• 10+ years in Customer Success, Onboarding, or Support with VP/Senior Director ownership of at least two functions
• Proven track record of transforming functional operations and architecting workflows
• Hands-on experience with AI tools and agentic workflows
• Measurable impact on cost-to-serve or CX efficiency metrics
• Data fluency to build metrics frameworks and interpret dashboards
• SaaS experience across complex enterprise and high-velocity SMB/Mid-market segments
• Bachelor's degree required; MBA preferred

Preferred Qualifications

• Multi-brand or post-M&A integration experience
• Background in travel, ticketing, attractions, ResTech, payments, or transactional SaaS industries
• Experience managing globally distributed teams; French fluency is a plus
• Familiarity with Lean, Six Sigma, Scrum, or equivalent process improvement methodologies