Vice President of Customer Experience, Peek

• Bachelor's degree or equivalent experience. MBA or equivalent is a plus
• 8+ years of progressive experience in Success, Sales, Support or other closely related field with a history of revenue growth
• An accomplished people leader with a proven track record of guiding directors, managers, and individual contributors to success
• Strong understanding of customer success principles including renewals, renegotiations, revenue optimization, and churn mitigation
• Experience in SMB-focused SaaS, technology, or software industries with a high velocity sales motion is essential
• Scrappy and hands-on mindset as someone that loves to get into the details and get things done
• Data-driven focus with the ability to leverage analytics for decision-making
• Experience managing and developing high-performing teams
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
• Passion for customer satisfaction and a commitment to exceeding client expectations
• Strong problem-solving skills and ability to navigate complex challenges
• Proven ability to collaborate and influence cross-functional teams

Desirable

• We are seeking a dynamic and strategic leader to join our team as the Vice President of Customer Experience
• As the VP of Customer Experience, you will be responsible for driving customer success, satisfaction, and support initiatives to ensure our clients achieve their desired outcomes and experience exceptional service
• You will lead a dedicated team of professionals and collaborate across teams to enhance customer relationships, drive retention, and foster a culture of excellence
• Develop and execute a comprehensive customer success strategy that aligns with the company's goals and vision
• Lead the execution of strategic initiatives to drive customer success, revenue growth, and operational efficiency
• Oversee the design and implementation of customer success processes and workflows, ensuring operational excellence and scalability
• Collaborate with the Product team to develop and maintain a customer-driven roadmap, prioritizing features and enhancements based on customer feedback and market trends
• Leverage sales background and technical product knowledge to drive revenue growth through renewals, upsells, and expansions
• Implement strategies for churn mitigation, renewals, and renegotiations, optimizing customer lifetime value
• Build strong relationships with key clients and stakeholders, understanding their business objectives, challenges, and needs
• Work closely to tailor solutions that drive value and ROI
• Oversee the support operations, ensuring timely and effective resolution of customer inquiries, issues, and escalations
• Lead and mentor a high-performing teams consisting of Directors, Managers, and ICs
• Foster a collaborative and customer-centric culture that values proactive problem-solving and continuous improvement
• Work closely with product, sales, marketing, and other teams to align customer feedback with product enhancements, feature requests, and go-to-market strategies
• Utilize data and analytics to track customer success metrics, identify trends, and generate actionable insights
• Regularly report on key performance indicators (KPIs) to leadership and recommend improvements
• Continuously review and refine customer success and support processes to enhance customer experience and streamline operations
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is heard and addressed