Head Of Customer Success

Yoobic, Ltd. (Italy); New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

YOOBIC is seeking a dynamic Head of Customer Success, North America to lead regional customer experience and shape the next phase of the CS organisation. You will directly guide the CS team, collaborate with Account Management, and drive adoption, retention and long-term partnerships across enterprise and scaled accounts.

You’ll build scalable processes, playbooks and governance, with a hands-on leadership style and a focus on measurable outcomes.

Qualifications

• 5+ years leading Customer Success in B2B SaaS.
• Experience managing managers or teams across multiple functions.
• Background in business software with adoption, stakeholder management and value realisation.
• Evidence of improving CS structures, coverage models or processes.
• Track record of retention and expansion outcomes with Account Management or Sales.
• Experience balancing strategic, high-touch engagement with digital-led approaches.
• Executive credibility for senior relationships and escalations.
• Hands-on approach working alongside teams in customer situations.
• Comfort with data, customer health metrics and forecasts to prioritise action.

Responsibilities

• Drive adoption and value by helping customers embed YOOBIC into operations and demonstrate measurable outcomes through success plans and KPIs.
• Support retention and growth by partnering with Account Management on renewal readiness and expansion opportunities.
• Connect the customer journey by aligning CS, Technical Success and Implementation across teams.
• Build for scale by developing coverage models, playbooks, processes and tooling for high-touch enterprise and digital-led engagement.
• Build executive relationships through on-site visits and strategic customer interactions.
• Manage risk and escalations by identifying risks early and coordinating cross-functional resolution.
• Lead through data using adoption, GRR, NRR, time-to-value and health metrics to guide decisions and forecasting.
• Develop your team by hiring, coaching and fostering ownership and continuous improvement.
• Champion customer needs by feeding insights into product and business decisions and representing YOOBIC at industry events.

Skills

CS leadership

Enterprise & scale CS

Transformation experience

Commercial judgement

Executive credibility

Hands-on leadership

Leadership through influence

Data-driven decisions

Stakeholder management

Job description

Head of Customer Success, North America

About the Role

We’re looking for a Head of Customer Success, North America to lead our regional customer experience and help shape the next stage of YOOBIC’s Customer Success organisation.

You’ll directly lead our Customer Success team and provide leadership and direction across Technical Success and Customer Implementation. Working closely with Account Management, you’ll ensure customers adopt YOOBIC, achieve measurable business outcomes and build long-term partnerships with us.

This is a hands-on leadership role with the opportunity to build: developing people, improving how we operate and creating the right customer engagement model for both enterprise and scaled accounts.

About YOOBIC

YOOBIC is the AI-powered frontline employee experience platform. Global brands across retail, hospitality and manufacturing use YOOBIC to give their frontline teams a single mobile app for their day-to-day tasks and workflows, training and development, and internal communications.

We build for people who don’t sit at a desk including store associates, restaurant teams and field staff and focus on making their working day simpler, faster and more engaging.

What You’ll Do

• Drive adoption and value: Help customers embed YOOBIC into their operations and demonstrate measurable outcomes through success plans, KPIs and executive reviews.

• Support retention and growth: Partner with Account Management on account planning, renewal readiness and expansion opportunities. Account Management owns the commercial relationship and targets; your teams deliver the adoption and value that underpin them.

• Connect the customer journey: Bring Customer Success, Technical Success and Customer Implementation together through clear responsibilities, smooth handoffs and shared goals.

• Build for scale: Develop coverage models, playbooks, processes and tooling that balance high-touch enterprise engagement with digital-led customer success.

• Build executive relationships: Spend time with strategic customers, including on-site visits, to understand their priorities and become a trusted partner.

• Manage risk and escalations: Identify risks early and bring the right people together to resolve issues and protect customer relationships.

• Lead through data: Use adoption, GRR, NRR, time to value and implementation health to guide decisions and contribute to accurate forecasting.

• Develop your team: Hire, coach and retain great people, creating a culture of ownership, accountability and continuous improvement.

• Champion customer needs: Bring North American customer insight into product and business decisions, and represent YOOBIC at relevant industry events.

What You’ll Bring

• Proven CS leadership: 5+ years leading Customer Success in B2B SaaS, including managing managers or teams across multiple functions.

• Complex enterprise experience: A background in business software that changes how customers operate, with an understanding of adoption, stakeholder management and value realisation.

• Transformation experience: Evidence of improving CS structures, coverage models or processes, and bringing your teams through change.

• Commercial judgement: A track record of contributing to retention and expansion outcomes, working closely with Account Management or Sales.

• Enterprise and scaled CS knowledge: Experience balancing strategic, high-touch customer engagement with efficient digital-led approaches.

• Executive credibility: Confidence building senior relationships, handling difficult conversations and leading through escalations.

• A hands-on approach: Willingness to work alongside your team in customer situations and turn strategy into practical action.

• Leadership through influence: The ability to align teams and deliver outcomes across direct and indirect reporting lines.

• Comfort with data: Experience using customer health, performance metrics and forecasts to prioritize action.

Experience in retail, hospitality, frontline workforce technology or employee experience platforms would be a bonus.

You’ll ideally be based in New York or within commuting distance and be comfortable with regular travel to customers and industry events.

Why Join YOOBIC?

You’ll have the opportunity to shape Customer Success across North America, with a seat on both the Customer Success and regional leadership teams.

Working alongside our SVP of Customer Success, you’ll influence how we serve customers, develop our teams and scale the organisation — while staying close to the customers and frontline teams who use YOOBIC every day.