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Allegion · 1 month ago

Customer Success, Team Lead - North America

United States

Full-time

Hybrid

Senior Level, Lead/Staff

$124K/yr - $150K/yr

8+ years exp

Allegion is a company focused on safety and security, and they are seeking a Customer Success, Team Lead for North America to manage their growing customer base. This role involves leading a team, developing customer success strategies, and collaborating with various departments to ensure customer satisfaction and retention.

ElectronicsManufacturingProduct DesignSecurity

Responsibilities

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

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: 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

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

Qualification

B2B-SaaS Customer SuccessCustomer Success MetricsTeam LeadershipTechnical CuriosityHubspot ExperienceCoaching SkillsExceptional CommunicationCollaboration Skills

Required

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

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

Preferred

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