Team Lead, Customer Success - Commercial - US m/f/d

Job Description

Job Description

WHO WE ARE

Ready to shape the future of digital optimization as part of a global leader in AI-powered experience solutions?

AB Tasty recently joined forces with VWO to create one of the most comprehensive and innovative digital experimentation and experience optimization platforms in the market. Together, we empower brands to deliver smarter, faster, and more impactful digital experiences across the entire customer journey.

Since 2009, AB Tasty has partnered with 1000+ global brands including Puma, Patagonia, Papa Johns, L'Oréal, Sharkninja, and LVMH. With a strong international presence across Europe, North America, and APAC, and a global team of 400+ talents across the AB Tasty and VWO ecosystem, we are building the future of digital optimization—powered by AI, experimentation, personalization, and data.

Our mission is simple: help brands grow by creating meaningful user experiences that drive business performance.

Joining us means stepping into a dynamic, international environment where innovation, ownership, and impact are not buzzwords—but daily realities.

Our culture is driven by strong values:

• We bring client satisfaction

• We are impactful

• We go above and beyond

• We live one team, one dream

We're committed to creating a workplace where everyone feels empowered to share ideas, take risks, and make an impact. We also know that a happy team is a productive team, that's why at AB Tasty, we're not just about delivering top-notch digital experiences - we're committed to nurturing our team and their professional journeys.

Learn more about AB Tasty and our teams:

• About Us

• Your Journey with Us

• AB Tasty on Welcome to the Jungle

THE TEAM

Team Name & Location: The North American Customer organization, based in New York, covering the US and Canada markets.

Team Composition: You will 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 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: Collaboration tools include Slack, Jira, and Confluence; CS and analytics tools include ChurnZero, Gong, and 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, scaling, or organizational change environments, a track record of driving NRR and retention outcomes across a portfolio, experience building or refining CS processes and playbooks, and familiarity with CS tooling (ChurnZero or equivalent, Gong, CRM) and using data to drive decisions.

• 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.

If you don't meet 100% of these qualifications, tell us why you'd still be a great fit for this role in your application!

WHAT YOU'LL BRING

• Make a Real Impact: Directly influence our success and contribute to the company's growth.

• Ownership & Autonomy: We believe in trust—no micromanagement, just the freedom to excel.

• International Culture: Collaborate with a diverse, global team across 8 countries.

• Career Development: We offer vast opportunities for professional growth, education, and upward mobility.

• Flexible Work: Enjoy a balanced schedule with up to 3 days of remote work per week.
  

WHY YOU'LL LOVE IT HERE

• Make a real impact: directly influence our success and be a player in the company's growth

• Ownership & autonomy: we believe in trust - no micromanagement, just the freedom to excel and take charge of your own journey

• International culture: collaborate with a diverse, global team across 8 countries

• Accelerate your career : we offer vast opportunities for professional development, education, and upward mobility

• Flexible work: enjoy a balanced work 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/week