Vice President, Customer Experience
New
P
PeekSaaS / ResTech
U.S. Annual Compensation $200K – $245KFull-TimeVp
Salary$200K - $245K; $200K – $245K • Offers Equity • Offers Bonus; U.S. Annual Compensation $200K – $245K • Offers Equity • Offers Bonus
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Job Details
- Languages
- French
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceData AnalysisChange ManagementCustomer SuccessSaaSTechnical support
Requirements
- 10+ years of experience in Customer Success, Onboarding, and/or Support.
- VP or Senior Director level ownership of at least two of the following functions: Onboarding, Customer Success, or Support.
- Track record of transforming operational workflows and designing scalable organizational structures.
- Hands-on experience implementing AI and automation tools, including understanding of agentic workflows and failure modes.
- Proven ability to improve cost-to-serve or efficiency metrics (e.g., headcount-to-revenue, time-per-ticket).
- Data fluency for building metrics frameworks and driving decisions from dashboard analytics.
- Experience managing post-sales operations for both complex enterprise and high-velocity SMB/Mid-market segments in SaaS.
- Bachelor's degree required.
- Willingness to act as a player-coach across all organizational levels.
- French fluency is a plus.
- Experience in travel, ticketing, attractions, ResTech, payments, or transactional SaaS is preferred.
- Familiarity with process improvement methodologies like Lean, Six Sigma, or Scrum is preferred.
Responsibilities
- Lead a multi-brand team of Directors, Managers, and ICs across Onboarding, Customer Success, and Technical Support functions.
- Architect and implement a unified post-sales operating model leveraging AI and automation to scale service delivery.
- Define and own the KPI framework including NDR, time-to-value, CSAT, NPS, renewal rates, and churn across all three brands.
- Assess existing workflows to build standardized processes and playbooks that improve team efficiency.
- Partner with Product, Engineering, and Marketing to translate customer feedback and sentiment into actionable product roadmap recommendations.
- Mentor senior leaders while remaining a hands-on player-coach capable of understanding front-line operational details.
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