Head of Customer Success - EMEA
Our mission is to change the way the world works by democratizing AI for every business, and to build a great company – that everyone loves being a part of. These two goals haven’t changed since the days when Peak was little more than an idea forming in the heads of our founders Richard, Atul and Dave.
It’s an incredibly exciting time at Peak; we’re growing rapidly off the back of our recent $75m Series C funding round, led by SoftBank, and we have very ambitious plans for the future.
We’ve launched a brand new software category, Decision Intelligence, which we want to spearhead and become the trusted, global voice of.
We’re opening up the Peak platform to more organizations, empowering businesses to now build their own Decision Intelligence solutions and applications for the very first time.
All of this means that we’re expanding our team rapidly, with huge growth plans in place. But we know that culture and success come hand in hand, so creating and protecting an amazing company culture that’s true to our values remains really important to Peak and our mission.
Purpose of the Role
As Head of Customer Success - EMEA, your team will be responsible for our EMEA customer portfolio. You will be the figurehead for all of our customer-facing activities in our largest geography, across some of the world’s biggest and best-loved brands.
You will drive expansion and retention through ensuring our customers are getting value from Peak as we transform their businesses with Decision Intelligence. You will lead a large, diverse team, keeping them challenged, motivated and passionate about delivering amazing outcomes for all of our customers.
Lead teams of Customer Success professionals spanning industries and countries, providing leadership, direction and inspiration to ensure we deliver the highest standards to our customers
Lead resource planning and hiring for your team, working with the Head of Customer Success to ensure we have the right balance of resource to achieve our goals
Be a trusted and respected senior figure both to our customers and to colleagues, making the right decisions to drive the best outcomes for Peak and for our customers
Be the voice of Peak’s customers internally, helping to ensure our customers’ experiences shape our decisions, our product and our go to market
Be accountable for key SaaS metrics such as NRR, CSAT, ensuring your team are inspired, encouraged and enabled to beat their targets metrics time and again
Combine data with your own experience and judgement to drive rapid, effective decision-making at both a strategic and tactical level
Take responsibility for driving improvements day to day in the way we do things in Customer Success, both big and small
Rapidly understand the complex challenges we solve for our customers with Decision Intelligence and support your team in delivering faster, better, more elegant solutions
Always be thinking of ways to motivate, challenge and inspire everyone across your diverse teams to deliver the best they can for Peak and our customers
Develop and coach your people to make both short and long term improvements in the way they operate, helping them to reach their maximum potential
Be a face of Peak Customer Success externally. Talking at events, appearing on podcasts and writing blogs, you will be a passionate advocate for Peak’s mission and for the transformative power of Decision Intelligence.
How are the Peak values demonstrated in the role:
Open - positive and a great communicator, you’ll be comfortable having challenging conversations, both with your team and with customers.
Driven - self-motivated, hard-working and ambitious, you get a buzz out of exceeding targets and achieving your goals.
Curious - a great listener, you are genuinely curious and ask thoughtful questions, always seeking to understand how you can help our customers and your team.
Smart - you can cut through the noise and see things with clarity. A natural problem-solver, you’ll need to be able to think on your feet and make decisions swiftly.
Responsible - whether it’s hopping on a call, delivering a presentation or helping secure an expansion; you’ll support the outcome from start-to-finish and ensure you take ownership of your team’s success.
Ability to build, develop and lead high-performing teams
Evidence of the ability to build and maintain strong, long-lasting customer relationships; using those relationships to manage escalations and shape growth opportunities for Peak
Demonstrated experience of managing and exceeding SLAs.
Ability to identify, shape and execute opportunities to add value to clients
Ability to work cross-functionally, ensuring activities are on track and issues dealt with efficiently
An outstanding and engaging communicator, with the ability to inspire internal teams and customers and make the complex seem simple
Ability to develop and improve processes and systems surrounding customer lifecycle management
Skilled in building positive and productive relationships at all levels, both internal and external.
Excellent influencing, persuading, presentation and negotiating skills.
Proactive and collaborative approach.
A self-starter with high levels of drive, energy, resilience and a desire for professional excellence.
The ability to take a strategic view across multiple customers
Experience at delivering production grade machine learning / analytics within an organisation would be a bonus
Deep industry knowledge across one of our target verticals would be advantageous
Competitive compensation package.
25 days annual leave, rising to 30 with service, plus eight flexible bank holidays.
Share options for everyone, when we win, we all win.
Family leave benefits, including a world class maternity pay package.
Hybrid working model and flexible hours with work life balance in mind.
Opportunity to work from anywhere in the world for one month of the year, after one year’s service.
Opportunity to spend one day volunteering.
Headspace and Spill app subscriptions to support your mental health and wellbeing.
Direct access to a GP as well as mental health support including counselling, through WeCare, for your partner and children.
Subsidised gym membership, Peak run club and online yoga, boxing and HIIT classes.
Regular company and team days along with social activities.
Cycle to work initiative and public transport season ticket loans.
Travel to Peak’s clubhouses around the world.
Inclusion and Diversity at Peak
We’re here to change the way the world works and build an awesome company. To do this, we need people with diverse and inclusive minds.
We’ve been striving to build a diverse and inclusive team from the outset. It’s a continuous journey, and there’s more we can do – but we’re proud of what we’ve achieved so far, which is well ahead of the tech industry standard.
We’ve set targets in relation to gender and ethnicity, for now, but we know there’s more to diversity than just these two areas. We’re passionate about creating a welcoming and inclusive environment for those of all ages, religions, sexual orientations, socio-economic status and for those with disabilities.
Peak was founded in Manchester (UK) in 2015 by Richard Potter, Atul Sharma, and David Leitch. We’re on a mission to change the way the world works. Our Decision Intelligence platform provides businesses all over the world with AI-powered solutions that drive game-changing commercial outcomes.
The Peak platform connects data sets from across an organization to provide predictive insight and drive fast and effective decision making. We’re proud to call some of the world's leading companies such as Nike, PepsiCo, JSW, KFC, Molson Coors, Sika and PrettyLittleThing our customers.
In August 2021, we announced a $75m Series C funding round led by SoftBank’s Vision Fund II. We’ve grown rapidly in the last three years and now have over 250 Peakers globally. In 2021, we proudly received our Best Companies 3-star accreditation, which recognizes extraordinary levels of employee engagement. The Sunday Times also ranked us as one of the Best 100 Companies to Work For in 2020 and 2021.