Customer Success, Team Lead - North America

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Customer Success, Team Lead - Remote, US

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 Customer Success, Team Lead 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 Customer Success, Team Lead 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 Customer Success, Team Lead 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 < 5 % churn in the Enterprise segment.

• Ambitious and Data‑driven mindset: You know that great results and big impact come from delivering high-quality work over a long period of time. This is reflected by your expertise in Customer Success-related metrics, processes and tooling, knowing best practices, and showing first hand to others what great looks like.

• Deep product knowledge and technical curiosity: Your personality brings curiosity for how problems can be solved through technology; you learn software fast, teach others to become experts and ensure you find the optimal ways of delivering value for its users. Your professional experience has given you a deep level of familiarity with APIs and their application in advanced customer workflows as well as how custom integrations can help solve the most complex workstreams

• Exceptional communicator who can influence C‑suite stakeholders, frontline users and coworkers alike.

• Based in Eastern or Central U.S. time zones with the ability to travel  ~5 times per year for client onsites or team offsites.

Bonus skills & attributes:

• Domain experience in queue management and/or appointment scheduling, retail/gov/health tech, or other industries with a large focus on service design and process design through software.

• Your Hubspot game is strong: Experience in Hubspot Sales, Service, and/or Customer Success workspaces.

Perks & Benefits:

We want Waitwhile to be an incredible place to work. We offer great benefits and perks, flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success. Our benefits & perks programs include, but are not limited to:

• Competitive medical, dental & vision coverage for you and your family

• 401(k) plan with a generous company match

• Income protection plans: Life & Disability Insurance

• 10 company-paid holidays

• Unlimited PTO

• Parental Leave

• Continuing Education Allowance

• Coworking Space Membership as/if needed

About Waitwhile:

Founded 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 and opportunities for the team is by running a meritocracy.

We celebrate diverse voices and are committed to building an inclusive, psychologically safe environment where everyone can thrive - and anyone can take initiative to deliver something of value where they see a gap. If your experience, attitude and track record will make you rock this role, we’d love to learn more about you!

Allegion is committed to building and maintaining a diverse and inclusive workplace.  Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do.   We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

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