Head of Customer Success, North America at Waitwhile ...

OverviewHead of Customer Success, North America at Waitwhile. Atlanta, GA.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. Waitwhile has recently joined the Allegion family, so you will also be entering at an exciting time of growth.The roleAs 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.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 8am–5pm Eastern Time to provide sufficient overlap with our Sweden-based leadership team. Occasional travel required for in-person team meetings, fostering collaboration and innovation.What You'll Be DoingLead & inspire: Hire, develop, and retain a high-performing CS team; establish and maintain a culture of curiosity, ownership, and continuous learning.Deliver measurable impact: Work to ensure that you and your team hit and exceed industry benchmarks for key metrics (e.g., NRR, GRR, CSAT, TTV, Adoption) through strategic, intentional, and proactive management.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. Ensure strategic customers 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 informs roadmap priorities and addresses the most critical points of feedback for our important customers.Collaborate cross-functionally: Collaborate daily with Sales, Solutions Engineering, Support, Product, and Marketing teams to deliver key projects and ongoing results for customers and internal teams.What We’re Looking For8+ 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: responsibility for growing a CS team from a few to many FTEs, with solid/improving metrics and duties including hiring, training, coaching, goal-setting, and performance management.Proven track record achieving ≥120% NRR.Ambitious and data-driven mindset: ability to deliver high-quality work over a long period and expertise in CS metrics, processes, and tooling.Deep product knowledge and technical curiosity: familiarity with APIs and complex customer workflows, and ability to help with custom integrations.Exceptional communicator who can influence C-suite stakeholders and frontline users.Based in Eastern or Central U.S. time zones with the ability to travel ~5 times per year for client on-sites or team off-sites.Bonus Skills & AttributesDomain experience in queue management and/or appointment scheduling, retail/government/health tech, or other industries focused on service and process design through software.HubSpot experience: Sales, Service, and/or Customer Success workspaces.Perks & BenefitsWe want Waitwhile to be an incredible place to work. We offer great benefits and perks, flexible working hours and lots of interesting challenges. Our benefits & perks programs include, but are not limited to:Competitive medical, dental & vision coverage for you and your family401(k) plan with a generous company matchIncome protection plans: Life & Disability Insurance10 company-paid holidaysUnlimited PTOParental LeaveContinuing Education AllowanceCoworking Space Membership as/if neededAbout WaitwhileFounded in San Francisco in 2017, Waitwhile has raised $12 million from CRV and others, operates across the U.S. and Sweden, and is laser-focused on unlocking human potential by eliminating wait times. Waitwhile is built upon Swedish values where everyone is equal and the best way to create a high-performance culture is by running a meritocracy. We celebrate diverse voices and are committed to building an inclusive, psychologically safe environment where everyone can thrive. If your experience, attitude and track record will make you rock this role, we’d love to learn more about you!How To ApplyClick “Apply” and share your resume & LinkedIn profile + a brief note onthe strongest strategic relationship you’ve built with an Enterprise-level account, andthe most important impact you’ve had on a team you’ve managed to date #J-18808-Ljbffr

Created: 2025-09-17