Head of Waitwhile Customer Success - North America

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Head of Waitwhile Customer Success - Remote, US

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 8 am 5 pm 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 :

What we're looking for :

Bonus skills & attributes :

Perks & Benefits :

We want Waitwhile to be an incredible place to work. We offer great benefits and perks, flexible working hours and lots of interesting challenges. We believe in making work fun and rewarding and care about your development and are committed to your success. Our benefits & perks programs include, but are not limited to :

About Waitwhile :

Founded in San Francisco in 2017, Waitwhile has raised $12 million from CRV and others, operates across the U.S. and Sweden, and is laser-focused on unlocking human potential by eliminating wait times .

Waitwhile is built upon Swedish values where everyone is equal and the best way to create a high performance culture and opportunities for the team is by running a meritocracy.

We celebrate diverse voices and are committed to building an inclusive, psychologically safe environment where everyone can thrive - and anyone can take initiative to deliver something of value where they see a gap. If your experience, attitude and track record will make you rock this role, we'd love to learn more about you!

Compensation : This range is provided by Allegion. Your actual pay will be based on your skills and experience.