Head of Customer Experience

Head of Customer Experience to define what world-class customer success looks like at Peec AI and then build it. 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 you'll need

• 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

Nice to have

• 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 they offer

• Leadership role with real ownership building the Customer Experience function at a Series A startup
• Competitive salary and meaningful equity
• Regular team events and off-sites
• Paid meal and Uber home when working late
• Beautiful office space and work environment in Berlin