Peleg Samson

CEO

United States21 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Transformed Customer Success into a revenue engine.
Scaled CS organization 10x+ at Guidde.
Achieved high customer satisfaction scores consistently.

Stackforce AI infers this person is a SaaS Customer Success leader with a strong focus on strategic growth and operational excellence.

Contact

Skills

Core Skills

Customer SuccessGo-to-market StrategyOnboarding OptimizationGlobal Support ManagementTechnical SupportEmergency Response ManagementService OperationsIntegration ManagementTechnical OnboardingSupport Organization TransformationCustomer Satisfaction ManagementCustomer SatisfactionSupport ManagementTechnical Assistance Management

Other Skills

PLGKey Performance IndicatorsPre-salesCustomer FocusStrategyNetworkingTeam BuildingTeam LeadershipProduct ManagementAnalytical SkillsCommunicationGenerative AIManagementSaaSEnterprise Software

About

I don’t believe in Customer Success as a support function. I believe in CS as a revenue engine rooted in stakeholder alignment, expansion strategy, and real customer impact. Over the past decade, I’ve led CS and CX orgs across high-growth SaaS companies. Today, I lead Customer Success at Guidde, a platform reshaping how teams create documentation using AI. What drives me? - Building GTM-aligned CS orgs that partner with Sales, not sit downstream from it - Designing playbooks that actually work, from Champion Discovery, to expansion, to renewals - Using AI and data to scale what works, predict risk early, and double down on opportunity - Coaching teams to operate like strategic partners, not passive support - And helping customers grow because when they grow, you do too Along the way, I’ve built teams, made mistakes, iterated hard, and earned my stripes. I talk openly about what worked, what didn’t, and how CS needs to evolve in the post-bubble SaaS world. Here to share, learn, and push the space forward.

Experience

21 yrs

Total Experience

2 yrs 4 mos

Average Tenure

4 yrs 1 mo

Current Experience

Guidde

VP Customer Success & Data

Apr 2022 – Present · 4 yrs 1 mo · New York, United States · Hybrid

I own retention, expansion, and the systems behind both.
I’ve been part of building our GTM motion from day one, from early PMF discovery through pricing, segmentation, and scalable post-sale strategy.
Scope:
Net & Gross Revenue Retention
Renewal forecasting & expansion design
Coverage models (high-touch → tech-touch)
Onboarding & time-to-value architecture
Customer health modeling (CRM + product usage)
CS automation & AI workflows
Executive dashboards for revenue clarity
Impact:
Helped shape GTM from early-stage validation to repeatable revenue motion
Scaled the CS org 10x+ from the first hire to a structured, multi-layered team
Increased expansion predictability and renewal visibility
Reduced time-to-value and early churn risk
Increased CSM capacity through automation and systems
Turned customer data into board-level decision infrastructure
I don’t scale CS by adding headcount.
I scale it by building leverage.
Customer Success is a revenue engine.
My job is to make it compound.

PLGKey Performance IndicatorsPre-salesCustomer FocusStrategyNetworking+26

Oribi

VP Customer Success

Aug 2021 – Apr 2022 · 8 mos · Tel Aviv District, Israel

Acquired by LinkedIn
Responsible for leading Oribi's Customer Success and Support teams, which provide customer onboarding, ongoing optimization, and support to Oribi's customers.
Key results:
Improved the Onboarding rate and designed a new Onboarding flow, resulting in lower churn.
Scaled up the capacity of the Success Organization to service "one to many" through the creation of leading indicators predictive of churn, and measurement of engagement based on usage information.

Key Performance IndicatorsPre-salesCustomer FocusStrategyNetworkingTeam Building+24

Armis

Senior Director of Global Support

Feb 2020 – Aug 2021 · 1 yr 6 mos · Tel Aviv District, Israel

Built a global technical support organization from scratch with teams in Israel and North America that provides support services for Fortune 500 Enterprise accounts.
Key Results:
86% decrease in Time to First Human Response and 43% decrease in Time to Resolution within one year.
Maintained a high CSAT Score (above 93%) and NPS score.

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Radware

Cloud Service Manager

Mar 2019 – Feb 2020 · 11 mos

In charge of Radware's ERT (Emergency Response Team), which provides SOC Services to Enterprise Accounts 24x7x365.
Key Result:
Converting an Israeli-Centric operation into a follow-the-sun global and scalable operation with teams spread across EMEA, NA and APAC

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Safecharge

Integration Department Manager

May 2018 – Mar 2019 · 10 mos · Israel

Lead the global integration team (located in Israel, Bulgaria, and Singapore), which provides technical onboarding and integration services to customers. Served as a product owner for eCommerce integrations (working with 3rd party studios) and took a key role in designing an innovative application for alternative payment methods.

Key Performance IndicatorsCustomer FocusNetworkingTeam BuildingTeam LeadershipProduct Management+20

Yotpo

Director of Global Support

May 2016 – Jan 2018 · 1 yr 8 mos · Tel Aviv Area, Israel

Joined to transform and scale the support organization (which provides onboarding and support services) to match the growth of the business.
Key Results:
90% decrease in Time to First Response and 63% decrease in Time to Resolution for Freemium customers which in turn increased Shopify App Store conversion rate (double-digit improvement).
97% decrease in Time to First Response and 98% decrease in Time to Resolution for Enterprise customers resulting in an average satisfaction score of 97% and above.
Established a Growth Support team focused on free to premium conversion while providing a value-driven service.
Improved the App Review score (Shopify) dramatically by initiating outreach to unsatisfied customers and correcting their experience and by improving the metrics mentioned above.

Key Performance IndicatorsCustomer FocusStrategyNetworkingTeam BuildingTeam Leadership+21

Ibm

2 roles

Global Support Group Manager - Trusteer

Promoted

Dec 2014 – May 2016 · 1 yr 5 mos · Israel

I was initially hired to lead the Consumer Support Group (located in Israel and Japan), providing 24x7x365 support services to a customer base of over 10 million users.
I was promoted to Global Support manager to build and scale the Enterprise support organization, which provided service to Fortune 500 financial institutes and banks. I managed a large group of over 45 support employees in multiple locations.
Key Results:
Improved the B2C CSAT Score from below 70% to above 90%.
Improved employee attrition by establishing a career path program.

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Consumer Support Group Manager - Trusteer

Feb 2014 – Nov 2014 · 9 mos · Israel

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Trustwave

4 roles

Director of Technical Assistance Center EMEA

May 2012 – Feb 2014 · 1 yr 9 mos

Following acquisitions of Finjan Security to M86 Security and, in turn, the acquisition of M86 Security by Trustwave, I was promoted to run the EMEA Support organization. Managing team members across ME and Europe (Israel, Germany, UK, and Poland) providing technical services (Support and PS) to Enterprise customers across 8 product lines.
Key Results:
Led the migration and integration of Systems, Support Plans, and processes in two acquisitions (M86 and Trustwave) to provide streamlined systems, plans, and quality of service to customers and partners.
Established and ran a successful partnership program with multiple Resellers and Distributors across Europe.
Maintained a high CSAT Score and NPS score across all product lines.

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Support Group Manager

Promoted

Nov 2010 – Apr 2012 · 1 yr 5 mos

Worked in M86 Security (acquired by Trustwave).
Management of two Support Teams (Tier 2 – Escalation Level) in Israel and the UK across multiple product lines.
Responsible for all post-sales activity in the EMEA region (technical support and professional services) for all products (Web/Mail Security).
Direct Manager of two Team Leads and one Support Account Manager in Israel and the UK (including weekly meetings, calls, yearly evaluations, etc.).
Overall management of all of the Support activities (POCs, Partners, Existing Customers) in the region (Including Professional Services) – Works proactively to avoid potential crises and escalations.
Conducts meetings with strategic and large customers in EMEA (Banks, Financial Institutes, and Government) to establish and maintain a good working relationship.
Part of the SWG product triage group (with PM and R&D’s Release Manager).
Management of the CRM System (Salesforce) for the global support department.
Management of the support website.
Reports directly to VP Global Support.

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Team Leader Tier 1 & 2– Customer Support

Promoted

Dec 2009 – Nov 2010 · 11 mos

Worked in M86 Security (acquired by Trustwave)
Management and leadership of two high-level support teams supporting the SWG product across EMEA. - In charge of creating platforms for all international post-sale activities.
Main escalation point for customer complaints in the region.
Experience performing installations and upgrades on customer site.
In charge of knowledge transfer for new SWG support engineers across Europe.
Integration of multiple Knowledge Base Systems for the global support department and management of the system (maintenance, article reviews, etc.).
Working with various department heads (Product Management, Development, and QA) to supply solutions/workarounds for customer issues and bugs.
Integration of various systems and processes for the global support department (including Customer Portal, Support Policies and documentation, etc.).

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27

Support Engineer

Feb 2008 – Dec 2009 · 1 yr 10 mos

Worked in Finjan (acquired by M86 Security)
Providing Tier2/3 technical support for the company’s products (Vital Security Gateway, Vital Reporter) – supporting the OS (Linux), Networking (HTTP/FTP/SSL), and Software.
In charge of the Customer Support Portal of the company – from implementation to management.
Content Review and Administration of the Knowledge Base system.

Key Performance IndicatorsCustomer FocusSecurityStrategyNetworkingTeam Building+27