VP, Customer Experience Operations (Fully Remote)

Peek; United States; Remote; USD 180,000 - 320,000; Full time

Job summary

Peek is seeking a senior leader to transform customer operations across our brands. This remote-first role requires driving onboarding, customer success, and technical support within a unified operating model to scale experiences.

You will champion AI-enabled workflows, reduce churn, and grow revenue through retention and expansion. Build KPI dashboards and data-driven processes to unify post-sales across enterprise and SMB segments.

Qualifications

• 10+ years in Customer Success, onboarding, and/or support with VP/senior director ownership.
• Hands-on experience with AI tools, agentic workflows, and process transformation.
• SaaS experience across enterprise and SMB/mid-market post-sales operations.

Responsibilities

• Lead Onboarding, Customer Success, and Technical Support with a unified operating model.
• Drive retention, expansion, and upsell while reducing churn and cost-to-serve.
• Build KPI frameworks, dashboards, and data-driven processes across all brands.

Skills

Customer Success leadership

Tools

AI tools

Job description

• Transform and unify customer operations across three leading brands post-acquisition.
• Architect a world-class CX organization with AI and automation at the core.

What You'll Do:

• Lead Onboarding, Customer Success, and Technical Support with a unified operating model.
• Drive retention, expansion, and upsell while reducing churn and cost-to-serve.
• Build KPI frameworks, dashboards, and data-driven processes across all brands.

Who You Are:

• 10+ years in Customer Success, Onboarding, and/or Support with VP/Senior Director ownership.
• Hands-on experience with AI tools, agentic workflows, and process transformation.
• SaaS experience across enterprise and SMB/mid-market post-sales operations.

Peek

Peek is the operating system powering the experiences industry, from museums and attractions to tours and activities, with over $7B in bookings. The company is a remote-first global team of 'Peeksters' recognized by Forbes and Built In as a best place to work.