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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success teams within B2B SaaS environments, focusing on customer adoption, retention, and expansion through strategic planning and execution. Proven ability to build executive relationships and drive measurable business outcomes using performance metrics and customer insights.
Highest-signal resume keywords
Customer Success LeadershipB2B SaaS ExperienceStakeholder ManagementRetention and Expansion StrategiesTeam Development and Coaching
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer AdoptionKPI DevelopmentProcess ImprovementPerformance Metrics AnalysisChange Management
Soft Skills
Relationship BuildingConflict ResolutionTeam AlignmentCommunication SkillsLeadership
Tools & Technologies
Customer Success ToolsCoverage ModelsPlaybooksForecasting Tools
Industry Keywords
B2B SaaSEnterprise Business SoftwareCustomer ImplementationTechnical SuccessExecutive Reviews
About the role
Key responsibilities & impact- Lead the North American Customer Success team
- Provide leadership and direction across Technical Success and Customer Implementation
- Drive customer adoption of YOOBIC and demonstrate measurable business outcomes through success plans, KPIs, and executive reviews
- Partner with Account Management on account planning, renewal readiness, and expansion opportunities
- Connect Customer Success, Technical Success, and Customer Implementation through clear responsibilities, handoffs, and shared goals
- Develop coverage models, playbooks, processes, and tooling for enterprise and scaled accounts
- Build executive relationships with strategic customers, including through on-site visits
- Identify risks and coordinate escalations to protect customer relationships
- Use adoption, GRR, NRR, time to value, and implementation health to guide decisions and forecasting
- Hire, coach, and retain team members
- Bring North American customer insight into product and business decisions
- Represent YOOBIC at relevant industry events
Requirements
What you’ll need- 5+ years leading Customer Success in B2B SaaS
- Experience managing managers or teams across multiple functions
- Background in complex enterprise business software
- Understanding of adoption, stakeholder management, and value realisation
- Experience improving Customer Success structures, coverage models, or processes
- Experience leading teams through change
- Track record contributing to retention and expansion outcomes
- Experience working closely with Account Management or Sales
- Experience balancing strategic, high-touch customer engagement with efficient digital-led approaches
- Confidence building senior relationships, handling difficult conversations, and leading escalations
- Willingness to work alongside the team in customer situations
- Ability to align teams and deliver outcomes across direct and indirect reporting lines
- Experience using customer health, performance metrics, and forecasts to prioritise action
- Ideally based in New York or within commuting distance
- Comfortable with regular travel to customers and industry events
Benefits
Comp & perks- Opportunity to shape Customer Success across North America
- Seat on the Customer Success and regional leadership teams
- Opportunity to influence customer service, team development, and organisational scaling
- Regular travel to customers and industry events