Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

We are looking for a Head of Customer Experience to define and build world-class customer success at Peec AI. This role involves owning the customer journey from post-sale handover through go-live and beyond, reporting to the CRO and leading the AI Search Strategist team across Berlin and New York. It is a hands-on leadership position requiring strategy setting, function building, and direct account management.

Responsibilities

Lead, grow, and coach the AI Search Strategist team, hiring ahead of demand and improving strategic advisory quality.
Own onboarding end-to-end, including post-sale handover, kickoff, workspace setup, and stakeholder enablement, with accountability for time to first insight.
Build playbooks, health scoring, and success motions for repeatable onboarding and account management as the company moves upmarket.
Own Net Revenue Retention as the primary metric, alongside gross retention, CSAT, and NPS, forecasting and flagging risk.
Partner with Sales on expansion opportunities.
Run success plans, QBRs, and EBRs with executive stakeholders at key accounts.
Manage a portfolio of flagship customers.
Define the characteristics of a thriving long-term Peec customer in collaboration with Sales, Growth, and Product.
Ensure the customer's voice influences the product roadmap.

Requirements

5+ years in customer-facing roles at B2B SaaS companies (Customer Success, Account Management).
3+ years of experience leading a team while remaining hands-on with key accounts.
Experience building or rebuilding a customer success function at an early-stage company.
Solid working knowledge of SEO and organic growth to conduct strategic conversations with marketing leaders.
Fluency in SaaS mechanics, including segmentation, success tooling, health scoring, and understanding of CS motion differences across deal sizes.
Excitement about the shift to generative search and motivation to be at the forefront of this change.
Based in Berlin or willing to relocate.
Willingness to be in the office five days a week.

Skills

Customer Success
Account Management
Team Leadership
Strategic Advisory
Onboarding
Account Management
Playbook Development
Health Scoring
Net Revenue Retention
Gross Retention
CSAT
NPS
Success Planning
QBRs
EBRs
Customer Relationship Management
Product Roadmap Influence
SEO
Organic Growth
SaaS Mechanics
Segmentation
Success Tooling
Verbal Communication
Written Communication

Location

Berlin
New York

Work Type

Onsite (Berlin)

Experience Level

5+ years in customer-facing roles
3+ years leading a team

Benefits

Competitive salary
Meaningful equity
Regular team events and off-sites
Paid meal when working late
Uber home when working late
Beautiful office space and work environment

About the Company

Peec AI is the analytics platform for AI search, helping brands understand their visibility across AI platforms like ChatGPT, Perplexity, Gemini, and Google's AI Overviews.
The company is defining the AI search analytics category and is a Series A company backed by 20VC and Singular.
Peec AI has surpassed $10M ARR and has an 80+ person team.
The team operates across a Berlin HQ and a new New York office.