ABOUT THE ROLEWe're looking for a Head of Customer Experience to define what world-class customer success looks like at Peec AI and then build it. As we partner with some of the world's best-known brands and agencies, onboarding, enablement, and strategic guidance are becoming central to what customers buy from us. That work happens today; your job is to turn it into a system that scales.
You'll report to our CRO and lead our growing team of AI Search Strategists across Berlin and New York, owning the customer journey from post-sale handover through go-live and beyond. This is a hands-on leadership role: you set the strategy and build the function while staying close to key accounts yourself.
WHAT YOU'LL DO- Lead, grow, and coach the AI Search Strategist team: hire ahead of demand, raise the bar on strategic advisory quality, and build a team customers ask for by name
- Own onboarding end to end, from post-sale handover through kickoff, workspace setup (prompts, competitor sets, dashboards), and stakeholder enablement, with clear accountability for time to first insight and every customer reaching steady state cleanly
- Build the playbooks, health scoring, and success motions that make onboarding and account management repeatable as we move upmarket
- Own Net Revenue Retention as your primary metric, alongside gross retention, CSAT, and NPS: forecast, flag risk early, and partner with Sales on expansion
- Run success plans, QBRs, and EBRs with executive stakeholders at key accounts, and keep a set of flagship customers in your own book
- Define what a thriving long-term Peec customer looks like together with Sales, Growth, and Product, and make sure the voice of the customer shapes the roadmap
WHAT WE'RE LOOKING FOR- 5+ years in customer-facing roles at B2B SaaS companies (Customer Success, Account Management), including 3+ years leading a team while staying hands-on with key accounts
- You've built or rebuilt a customer success function at an early-stage company. Time at a category leader is a plus, but what matters most is what you've built without that brand behind you
- Solid working knowledge of SEO and organic growth, enough to hold credible strategic conversations with marketing leaders
- Fluency in SaaS mechanics: segmentation, success tooling, health scoring, and how CS motions differ across deal sizes
- Excitement about the shift from "10 blue links" to generative search, and motivation to be at the frontier of that change
- Based in Berlin, or ready to relocate, and excited to be in the office five days a week
BONUS POINTS- Experience running mid-market and enterprise success motions: five- and six-figure annual contracts with multi-stakeholder accounts
- Experience defining CS-Sales rules of engagement, including upsell credit and handoff models
- Confident verbal and written communication skills in German for high-quality client calls, workshops, and written recommendations
WHAT WE OFFER- A leadership role with real ownership: you'll build the Customer Experience function at one of Europe's fastest-growing Series A startups
- Competitive salary and meaningful equity: everyone at Peec owns a piece of the upside
- Regular team events and off-sites
- Paid meal and Uber home when working late
- One of the most beautiful office spaces and work environments in Berlin
