Manager of Customer Success, Peek
+ Equity
Platform for booking & selling travel experiences
Job no longer available
Platform for booking & selling travel experiences
201-500 employees
Job no longer available
+ Equity
201-500 employees
Company mission
To connect people across the globe through great activities, trips, and experiences.
Role
Who you are
- Bachelor’s degree in Business, or related field preferred
- Minimum of 5 years of experience in a Customer Success environment, preferably within SaaS
- Proven leadership skills and experience managing a team
- Strong project management skills, with a track record of delivering projects on time and within budget
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Familiarity with SaaS products and the technology sector
What the job involves
- Lead, mentor, and develop a high-performing team of Customer Service Managers
- Foster a collaborative and high-performing team culture that emphasizes professional growth, accountability, and continuous improvement
- Conduct regular performance reviews, provide actionable feedback, and identify development opportunities
- Define and execute the Customer Success strategy, focusing on customer retention, expansion, and advocacy
- Monitor key performance indicators (KPIs) and churn rate to ensure team success
- Take a front-line role in Renegotiation and Revenue Uplift endeavors
- Develop and refine workflows, playbooks, and best practices for managing customer accounts effectively
- Use data-driven insights to identify trends, anticipate customer needs, and proactively address challenges
- Oversee escalations, ensuring swift resolution of customer issues and a seamless experience
- Act as an advocate for customers, ensuring their feedback is communicated to internal teams to improve products and services
- Build and nurture relationships with key stakeholders, ensuring they see value from our solutions
- Represent the voice of the customer during strategic planning sessions
- Build and maintain strong relationships with clients, ensuring their needs are met and expectations are exceeded
Application process
- Deadline to apply: 21 February 2025 at 07:00 GMT
Our take
Peek describes itself as OpenTable for the activities market, offering a booking platform for activities and experiences. It lures in customers with a best price guarantee, while tour operators and activity businesses can sign up to a system that processes payments and offers extras such as review management.
Peek's twin offering of PeekPro and Peak Experiences taps into both sides of the gargantuan activities industry. The company supplies both an all-in-one suite for businesses to sell more activities more easily, alongside a booking system for consumers. Through a collaboration with Google, the Peek brand features across Google Search, Maps and Trips, giving it an edge in the market.
Peek operates across numerous tourist locations all around the globe, having expanded from its beginnings in the US, and boasts over $2 billion worth of bookings made through its platform. The impressive investment received by the company has allowed for this expansion, and facilitated bringing Peek to more and more locations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2021
$80m
SERIES C
Jun 2018
$23m
SERIES B
Total funding: $119.9m
Company benefits
- Full healthcare, dental and vision plans
- Paid maternity and paternity leave
- 401k matching
- Company recharge at the end of the year
- Significant equity upside that allows you to share in Peek’s long-term success
- Investment in your health and well-being
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Ruzwana Bashir
(CEO)They started their career as an Analyst at Goldman Sachs and The Blackstone Group for over 3 years, before working as Director of Marketing & BD and an MBA at Harvard. The founded Peek in 2012, serving as CEO alongside being a Board Member at SoFi since 2021.
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