TEAM LEAD, CUSTOMER SUCCESS - COMMERCIAL - US M/F/D

Job Description AB Tasty, a global leader in AI-powered experience optimization solutions, is looking for a Team Lead, Customer Success – Commercial to manage and grow our North American Customer Success organization.

THE TEAM

Team Name & Location: The North American Customer organization, based in New York, covering the US and Canada markets. Team Composition: Lead a 5–6 person Customer Success team spanning the US and India, reporting to the Head of Customer Success, North America, and collaborating closely with KAMs, Sales, Product, Marketing, and Support teams. Role Overview: As Team Lead, Customer Success – Commercial, you will lead and develop a team of Commercial CSMs while managing a reduced portfolio of customers, driving retention, satisfaction, and scalable growth across the Commercial segment. Tech Stack & Tools: Slack, Jira, Confluence, ChurnZero, Gong, PowerBI. Additional Information: Occasional travel to client meetings may be required. Your Mission Proven experience in client-facing SaaS or digital optimization (6+ years managing enterprise accounts), with 2+ years of direct people leadership in high-growth or scaling environments, a track record of driving NRR and retention outcomes, experience building or refining CS processes and playbooks, and familiarity with CS tooling (ChurnZero or equivalent, Gong, CRM). Confidence in navigating complex accounts as a resourceful critical thinker and problem-solver with a resilient, solutions-oriented mindset, and a basic understanding of how websites work (HTML, CSS, JavaScript – bonus for React, Vue.js, Server-Side Rendering, SPA, APIs, or SDKs) to bridge the gap between technical and non-technical teams. Eagerness to continuously learn and adapt in an evolving environment, embracing new products, processes, and team dynamics as we navigate organizational growth and integration. What You’ll Bring Make a real impact by directly influencing our success and contributing to company growth. Ownership & Autonomy – work with trust, no micromanagement. International culture – collaborate with a diverse, global team across 8 countries. Career Development – opportunities for professional growth, education, and upward mobility. Flexible Work – balanced schedule with up to 3 days of remote work per week. Interview Process Step 1: Discovery interview with our Talent Acquisition Specialist. Step 2: Hiring Manager interview with our Head of Customer Success, North America. Step 3: Case study presentation with a team member. Step 4: Final meeting with peers from the broader Customer Success team. Details Contract: Permanent full-time Location: New York Remote: up to 3 days per week #J-18808-Ljbffr STATION F