peek - Vice President, Customer Experience

• Team Leadership & Org Design • Lead a multi-brand team of Directors, Managers, and ICs; develop talent and build bench strength across the unified organization • Foster a culture of operational rigor, data-driven decision-making, and leverage so the team can focus on high-impact work rather than low-value toil • Hire and mentor senior operators who understand both team leadership and how to amplify their impact with AI and modern tools • Partner with existing functional leadership to ensure customer relationships remain strong and institutional knowledge is preserved during the post-M&A transition • Unification & Operational Design • Assess the operating model across all three functions and three brands, identifying what works best in each and prioritizing unification opportunities • Build standardized processes, playbooks, and workflows that let teams operate with consistency and clarity, while learning from each brand's strengths • Apply structured methodologies (e.g., Six Sigma, Lean, Scrum, or equivalent) to continuously improve how we work together and for our clients • Lead cross-brand strategic initiatives to ensure changes land smoothly with clear outcomes • AI & Automation as Operating System • Identify where AI and automation can reduce manual toil and give teams more time for work that requires human judgment and/or relationships • Enable onboarding teams with AI-assisted tools that help customers get to value faster while freeing your team to focus on complex implementations and customer outcomes • Equip support teams with AI agents and better knowledge systems so live agents spend their time on tickets that need human judgment and relationship-building, not routine requests • Instrument Success with data and automation that surfaces early signals of risk and opportunity, so CSMs focus their conversations on accounts where they can drive meaningful retention and growth • Leverage internal tools and infrastructure where they make sense. Thoughtfully navigate build vs. buy decisions, and avoid vendor lock-in where possible • Metrics, Data & Reporting • Define and own the KPI framework for Onboarding, Success, and Support across all three brands, establishing clear baselines, targets, and accountability • Work with internal teams to build dashboards and reporting that surface cost-to-serve, team efficiency, and customer satisfaction metrics with ELT-level visibility • Use data and analytics to identify improvement opportunities and drive root-cause resolution • Track and improve NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support resolution metrics across all brands • Measure the impact of new tools and workflows to ensure they actually improve team efficiency and customer outcomes • Voice of the Customer & Cross-Functional Influence • Own the customer feedback loop across the organization. Your teams are Peek's primary conduit between clients and Product, Engineering, Marketing, and ELT • Translate customer sentiment and data into structured recommendations that inform the product roadmap • Champion the principle that current customers are Peek's most valuable asset and ensure their needs are heard and acted upon at every level, by every function