Vice President – Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Onboarding, Customer Success, and Technical Support for Peek Pro, Connect&GO, and ACME Ticketing.

• Create and implement a cohesive, top-tier customer experience operating model.

• Design organizational structures, establish role clarity, accountability, processes, and metrics.

• Enhance retention, expansion, upselling, revenue growth, reduce churn, improve cost-to-serve, and elevate customer experience quality.

• Lead multi-brand teams comprising Directors, Managers, and individual contributors; nurture talent and strengthen the team.

• Evaluate and align operating models, processes, playbooks, and workflows across three brands.

• Utilize process improvement methodologies such as Six Sigma, Lean, Scrum, or similar.

• Identify opportunities for AI and automation to decrease manual tasks and enhance onboarding, support, and customer success.

• Establish KPI frameworks, baselines, targets, dashboards, and reporting for all three functions.

• Monitor NDR, time-to-value, CSAT, NPS, renewal rates, churn, and support resolution metrics.

• Manage the customer feedback loop and convert customer data into actionable product roadmap recommendations.

• Collaborate with Sales, Marketing, Product, Engineering, and executive leadership to align on customer outcomes.

⛳️ Requirements

• 10+ years of experience in Customer Success, Onboarding, and/or Support, with VP/Senior Director oversight of at least two functions.

• Proven success in transforming operational functions and personally designing team workflows.

• Practical experience with AI and automation, including understanding tool capabilities, limitations, failure modes, and the iteration process.

• Demonstrated measurable impact on cost-to-serve or customer experience efficiency metrics without compromising satisfaction.

• Strong data fluency for developing metrics frameworks, analyzing dashboards, and making data-informed decisions.

• Direct, hands-on experience with AI tools and agentic workflows.

• Background in SaaS, particularly in complex enterprise post-sales operations and high-velocity SMB/Mid-market environments.

• A player-coach mindset, willing to engage at all levels and grasp front-line operational details.

• Bachelor's degree is required.

• Experience in multi-brand and/or post-M&A integration is preferred.

• Background in travel, ticketing, attractions, ResTech, payments, or transactional SaaS sectors is preferred.

• Experience managing globally distributed teams is advantageous.

• Fluency in French is a plus.

• Familiarity with Lean, Six Sigma, Scrum, or equivalent process improvement methodologies is preferred.

• US work authorization is required.

🏝️ Benefits

• Equity

• Bonus

• Remote work opportunities

• Access to AI and modern tools

• Collaboration within a global team