Lead, Customer Success — North America

Yoobic; New York (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

YOOBIC is seeking a Head of Customer Success, North America to drive the regional customer experience, lead the CS team across technical success and implementation, and partner with Account Management on renewals and expansion. This role focuses on adoption, measurable value and building scalable processes for enterprise and scaled accounts.

The ideal leader has 5+ years in B2B SaaS CS, excels in stakeholder management, and can align teams to strategic outcomes, with travel to customers and

Qualifications

• 5+ years leading Customer Success in B2B SaaS.
• Enterprise and scaled CS experience in complex software environments.
• Proven track record in retention and expansion outcomes.
• Strong stakeholder management and executive communication.

Responsibilities

• Drive adoption and measurable outcomes through strategic success plans.
• Lead North America CS teams across Technical Success and Customer Implementation.
• Collaborate with Account Management on renewal readiness and expansion opportunities.
• Develop scalable processes, playbooks, and tooling for high-touch and digital-led CS.
• Build executive relationships with strategic customers, including on-site visits.
• Identify risks early and coordinate cross-functional resolution to protect relationships.
• Guide forecasting using adoption, GRR, NRR, and health metrics.
• Hire, coach and retain top talent; foster ownership and continuous improvement.
• Represent customer needs in product decisions and industry events.

Skills

CS leadership

B2B SaaS

Enterprise experience

Adoption/value realisation

Stakeholder management

Change management

Data-driven decisions

Executive communication

Travel readiness

Job description

YOOBIC is seeking a Head of Customer Success, North America to drive the regional customer experience, lead the CS team across technical success and implementation, and partner with Account Management on renewals and expansion. This role focuses on adoption, measurable value and building scalable processes for enterprise and scaled accounts.

The ideal leader has 5+ years in B2B SaaS CS, excels in stakeholder management, and can align teams to strategic outcomes, with travel to customers and