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Jobs · OTHR · New York

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

STATION F · New York, United States · 2 wk ago
OTHRFull-time

About the Company

AB Tasty is a global leader in AI-powered experience optimization solutions, enabling brands to personalize, experiment, recommend, and search to deliver exceptional experiences across their websites and apps. Our integrated platform offers web and API-based solutions that help companies align their digital, e-commerce, and product teams, maximizing digital impact to create seamless and engaging experiences for their customers.

At AB Tasty, we are committed to continuous innovation and exploring cutting-edge technologies to ensure we provide state-of-the-art solutions. Leading brands such as Kering, McDonald's, L'Oréal, Disneyland Paris, and LVMH use AB Tasty's platform to achieve their revenue goals by maximizing the impact of their digital initiatives. Since our founding in 2009, AB Tasty has established itself as a key player in the industry, with offices across North America, Europe, and Asia Pacific (Australia and Singapore).

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. We partner with 1000+ global brands including Puma, Patagonia, Papa Johns, L'Oréal, Sharkninja, and LVMH, with a global team of 400+ talents across the AB Tasty and VWO ecosystem.

Our mission is simple: help brands grow by creating meaningful user experiences that drive business performance. Our culture is driven by strong values: client satisfaction, impact, going above and beyond, and living "one team, one dream." We foster a collaborative environment where everyone feels empowered to share ideas, take risks, and make an impact.

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.

Tech Stack & Tools: Collaboration tools include Slack, Jira, and Confluence; CS and analytics tools include ChurnZero, Gong, and PowerBI. Occasional travel to client meetings may be required.

Responsibilities

  • Lead and develop a team of Commercial Customer Success Managers (CSMs) while managing a reduced portfolio of customers.
  • Drive retention, satisfaction, and scalable growth across the Commercial segment.
  • Build or refine CS processes and playbooks to improve efficiency and effectiveness.
  • Use data and CS tooling (ChurnZero or equivalent, Gong, CRM) to drive decisions and outcomes.
  • Navigate complex accounts with a solutions-oriented mindset, bridging gaps between technical and non-technical teams.
  • Adapt to an evolving environment, embracing new products, processes, and team dynamics.

Requirements

  • 6+ years of client-facing experience in SaaS or digital optimization, with 2+ years of direct people leadership in high-growth or scaling environments.
  • Proven track record of driving Net Revenue Retention (NRR) and retention outcomes across a portfolio.
  • Experience with CS tooling (e.g., ChurnZero, Gong, CRM) and data-driven decision-making.
  • Basic understanding of web technologies (HTML, CSS, JavaScript) with bonus points for knowledge of React, Vue.js, Server-Side Rendering, SPAs, APIs, or SDKs.
  • Resilient, resourceful, and solutions-oriented mindset with strong critical thinking and problem-solving skills.
  • Eagerness to continuously learn and adapt in a dynamic, international environment.

Benefits

  • Make a real impact: Directly influence the company’s success and growth.
  • Ownership & autonomy: Freedom to excel without micromanagement.
  • International culture: Collaborate with a diverse, global team across 8 countries.
  • Career development: Opportunities for professional growth, education, and upward mobility.
  • Flexible work: Up to 3 days of remote work per week.

Schedule

Permanent full-time position based in New York with up to 3 days of remote work per week.

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