Head Of Customer Success

YOOBIC • New York, NY

11h

About The Position

YOOBIC is seeking a Head of Customer Success, North America, to lead regional customer experience and help shape the next stage of its Customer Success organisation. The role directly leads the Customer Success team and provides leadership and direction across Technical Success and Customer Implementation. In close partnership with Account Management, the role ensures customers adopt YOOBIC, achieve measurable business outcomes and build long-term partnerships.

This is a hands-on leadership position focused on developing people, improving operations and creating an effective engagement model for both enterprise and scaled accounts. The role has a seat on the Customer Success and regional leadership teams and works alongside the SVP of Customer Success to influence customer service, team development and organisational scaling. The ideal candidate will be based in or near New York and comfortable with regular travel to customers and industry events.

Requirements

• At least 5 years of experience leading Customer Success in B2B SaaS, including managing managers or teams across multiple functions.
• Experience with complex enterprise business software that changes how customers operate, including adoption, stakeholder management and value realisation.
• Evidence of improving Customer Success structures, coverage models or processes and leading teams through change.
• A track record of contributing to retention and expansion outcomes in close collaboration with Account Management or Sales.
• Experience balancing strategic, high-touch customer engagement with efficient digital-led approaches.
• Confidence building senior relationships, handling difficult conversations and leading through escalations.
• A hands-on approach and willingness to work alongside the team in customer situations and translate strategy into practical action.
• Ability to align teams and deliver outcomes across direct and indirect reporting lines.
• Experience using customer health, performance metrics and forecasts to prioritise action.
• Comfort with regular travel to customers and industry events.
• Ideally based in New York or within commuting distance.

Nice To Haves

• Experience in retail, hospitality, frontline workforce technology or employee experience platforms.

Responsibilities

• Drive customer adoption and value by embedding YOOBIC into customer operations and demonstrating measurable outcomes through success plans, KPIs and executive reviews.
• Partner with Account Management on account planning, renewal readiness and expansion opportunities; Account Management owns the commercial relationship and targets, while Customer Success delivers adoption and value.
• Connect Customer Success, Technical Success and Customer Implementation through clear responsibilities, smooth handoffs and shared goals.
• Develop coverage models, playbooks, processes and tooling that balance high-touch enterprise engagement with digital-led customer success.
• Build executive relationships with strategic customers, including through on-site visits, to understand their priorities and become a trusted partner.
• Identify risks early and coordinate stakeholders to resolve issues and protect customer relationships.
• Use adoption, GRR, NRR, time to value and implementation health metrics to guide decisions and contribute to accurate forecasting.
• Hire, coach and retain team members, fostering ownership, accountability and continuous improvement.
• Bring North American customer insight into product and business decisions and represent YOOBIC at relevant industry events.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed