🚀 Head of Customer Success, North America

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 Head of Customer Success 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 Head of Customer Success 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 8am–5pm 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