North America Head of Customer Success & Adoption

Yoobic, Ltd. (Italy); New York (NY); Presencial; USD 180 000 - 240 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

CS leadership

Enterprise & scale CS

Transformation experience

Commercial judgement

Executive credibility

Hands-on leadership

Leadership through influence

Data-driven decisions

Stakeholder management

Descrição da oferta de emprego

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.