Head of Customer Experience

About the role

We are seeking a Head of Customer Experience to lead and scale our customer success function. This role will define what world-class customer success looks like at Peec AI and build the function to support our growing customer base.

Responsibilities

• 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

Requirements

• 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
• Solid working knowledge of SEO and organic growth, enough to hold credible strategic conversations with marketing leaders
• Solid working knowledge of SaaS mechanics: segmentation, success tooling, health scoring, and how CS motions differ across deal sizes
• 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
• Bonus points for 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