The Opportunity 

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 $75m Series C funding round (2021), 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 Customer Success Team Lead, your team will be the face of Peak to our customers. You will ensure that Peak’s customers are getting value from working with us and are loving their experience. You will work as part of the CS Leadership to build and develop a Customer Success team that can support Peak’s ambitious global growth plans.

Key Responsibilities:

  • Build a high performing team of Customer Success Managers and Associates who establish strong, lasting and profitable customer relationships
  • Help members of your team to meet and exceed their development goals through training, coaching and structured support
  • 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
  • Own account expansion and retention across your team’s customer portfolio, so that we exceed our NRR goals
  • Drive the improvement of Customer Success tools and processes, equipping the team to deliver more efficiently and consistently
  • Grow customer relationships with our customers and prospects, using your industry expertise to act as an escalation point, influencer and trusted advisor
  • Be an external face for Peak Customer Success, representing the company to customers, industry professionals and Decision Intelligence enthusiasts alike
  • Monitor your team’s performance against customer SLAs, taking immediate action in the event of any not being met
  • Ensure team engagement and motivation remains high across the Customer Success team.

Your Experience:

Our Customer Success Team at Peak wears many hats and our CSMs have a diverse range of job histories, but to be outstanding in this role you will need to demonstrate: 

  • Ability to build, lead and improve high-performing teams
  • Ability to build and maintain strong, long-lasting customer relationships
  • Experience of managing and exceeding SLAs.
  • Ability to identify opportunities to add value to customers
  • Ability to work cross-functionally, ensuring activities are on track and issues dealt with efficiently
  • Ability to use your experience and expertise to talk persuasively to customers, prospects and colleagues alike about all things
  • Ability to identify improvements to the way we do things … and make them happen
  • Confidence in building positive and productive relationships at all levels, both internal and external.
  • Excellent influencing, persuading, presentation and negotiating skills.
  • A self-starter with high levels of drive, energy, resilience and a desire for professional excellence.
  • Ability to take a strategic view across multiple customers
  • Experience at delivering production-grade machine learning / analytics within an organisation

Our Values

We’re building the fastest, smartest, and most customer-focused team in the enterprise AI space. You’ll align with our values and help promote the Peak culture:

  • Open. We build positive & productive relationships both internally and externally.
  • Driven. We’re proactive, resilient, and motivated in a fast-paced environment of a growing company.
  • Curious. We’re interested in technology, the AI space, and how it supports organisations to grow. 
  • Smart. We’re highly skilled problem-solvers.
  • Responsible. We effectively balance competing priorities and make decisions that best support both our team and the customer.

Benefits

  • 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. 

About Peak

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 300+ 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.

Diversity, Equity & Inclusion

Our mission at Peak is to help businesses do great things with AI - we are the innovators, the disruptors and the gamechangers.  Diverse and inclusive companies will drive the fourth industrial revolution - and we will lead from the front. Over the next 5 years, we need more than words to create a stronger company and a fairer society, which is why Peak are committed to not only creating an amazing place to work, but a diverse and inclusive one too.

We want to create awesome teams and leadership, where everyone can bring their authentic selves to work and their ideas to solve the complex problems for the companies and the communities we serve.

We believe diversity is key to making our business unique. As an accessible employer, we recognise and embrace the diversity on offer throughout our teams, providing a platform for all employees, and ultimately the business, to reach its full potential.  The benefits of diversity and equality cannot be fully achieved without creating an inclusive environment. This includes colleagues who are disabled.

We are proud to be a Disability Confident Committed employer meaning we have been certified by the government as actively taking steps to attract, recruit and retain disabled workers. We understand that some disabled colleagues will need adjustments to help them perform to the best of their ability so if you do need any reasonable adjustments then please let us know.

www.peak.ai

@Peak_HQ

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Inclusion & Diversity at Peak

Our mission at Peak is to help businesses do great things with AI - we are the innovators, the disruptors and the game changers. Diverse and inclusive companies will drive the fourth industrial revolution - and we will lead from the front. 

Over the next 5 years, we need more than words to create a stronger company and a fairer society, which is why Peak is committed to not only creating an amazing place to work, but a diverse and inclusive one too.

We want to create awesome teams and leadership, where everyone can bring their authentic selves to work and their ideas to solve the complex problems for the companies and the communities we serve.

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