Head of Customer Success, North America

This a Full Remote job, the offer is available from: North America, United States The opportunity ✨ Waitwhile is on a mission to eliminate the 1 trillion hours people spend waiting in lines every year. Our industry-leading queue management and appointment scheduling platform empowers businesses to streamline their operations and deliver exceptional customer experiences. Waitwhile is trusted by 10,000 companies worldwide and has helped more than 250 million people enjoy a radically better waiting experience at places like IKEA, CHANEL, Costco, Louis Vuitton, Delta Airlines, and many more. We are now looking for our new Head of Customer Success for North America to join our mission and solve the age-old problem of long wait times, frustrating queuing, and unnecessary friction in everyday customer journeys. You'll be joining a fast-paced, growing technology scale-up with awesome culture and benefits, solving one of the most recognizable problems on our planet! Waitwhile has recently joined the Allegion family, so you will also be entering at an exciting time of growth. The role As Head of Customer Success for Waitwhile, North America, you’ll report to our Global VP of Customer Success (based in Stockholm) and lead the team managing our growing NA customer base. In this role, you will:

• Become a go-to expert on our product, gaining a deep understanding of each customer’s business goals, challenges, and the solutions that deliver measurable value through our platform.
• Coach and scale a team of 5 CSMs, focusing on performance, growth, and customer outcomes.
• Develop repeatable lifecycle playbooks and processes that drive retention, expansion, and advocacy.
• Collaborate closely with Sales, Product, Support, and Engineering to ensure smooth implementations, strong customer relationships and measurable outcomes.
• Personally serve as a strategic advisor to our most valued North American customers, ensuring they receive outsized value from our platform.
• While the role is remote-first, we are ideally looking for candidates based on the US East Coast. Working hours are 8 am – 5 pm Eastern Time to provide enough of a work schedule time overlap to collaborate with our Sweden‑based leadership team.

Occasional travel required for in-person team meetings, fostering collaboration and innovation. What you'll be doing

• Lead & inspire: Hire, develop, and retain a high‑performing CS team; establish and maintain a culture of curiosity, ownership, and continuous learning.
• Deliver measurable impact: Deliver measurable impact: Working hard to ensure that you and your team hit and exceed industry benchmarks for key functional metrics (e.g. NRR, GRR, CSAT, TTV, Adoption) through strategic, intentional, and proactive management with your team, as well as their customers
• Build and deploy playbooks and processes that scale: Own the customer journey from onboarding to QBRs and renewal while embedding data‑driven best practices and leveraging AI to drive team efficiency.
• Be a strategic advisor: Turn deep product expertise into boardroom‑level guidance that positions Waitwhile as a thought leader and trusted business partner. As the Head of Customer Success for NA, you’ll ensure that your own strategic customers, as well as those of your teams, have access to a true product and market expert through their Waitwhile CSM.
• Champion the voice of the customer: Collect and champion key customer feedback that influences roadmap priorities, ensuring we address the most critical points of feedback for our most important customers.
• Collaborate cross‑functionally. Collaborate daily with Sales, Solutions Engineering, Support, Product, and Marketing teams to deliver key projects and ongoing results for our customers, as well as for our internal teams.

What we’re looking for

• 8 + years in B2B‑SaaS Customer Success, with 4 + years leading teams (managers or senior CSMs) within both Enterprise and Mid-Market segments.
• Experience scaling CS organizations: You’ve been responsible for taking a CS team from a few to many FTEs, with solid/improving metrics, and responsibilities including hiring, training, coaching, goal‑setting, and performance management.
• Proven track record achieving ≥ 120 % NRR and Apply tot his job

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