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About the Role
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.
Responsibilities
- Lead and develop a team of Commercial CSMs.
- Manage a reduced portfolio of customers.
- Drive retention, satisfaction, and scalable growth across the Commercial segment.
- Collaborate with KAMs, Sales, Product, Marketing, and Support teams.
Requirements
- Proven experience in client-facing SaaS or digital optimization (6+ years managing enterprise accounts).
- 2+ years of direct people leadership in high-growth, scaling, or organizational change environments.
- Track record of driving NRR and retention outcomes across a portfolio.
- Experience building or refining CS processes and playbooks.
- 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.
- 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.
Skills
- AI-powered experience solutions
- Digital experimentation
- Experience optimization
- Customer Success Management
- Team Leadership
- SaaS
- Client-facing
- Enterprise Account Management
- People Management
- NRR (Net Revenue Retention)
- Retention
- CS Processes
- CS Playbooks
- ChurnZero
- Gong
- CRM
- Data Analysis
- Problem-Solving
- Critical Thinking
- HTML
- CSS
- JavaScript
- React
- Vue.js
- Server-Side Rendering
- SPA (Single Page Applications)
- APIs
- SDKs
Location
- New York
Work Type
- Permanent full-time
- Hybrid (up to 3 days remote/week)
Experience Level
- 6+ years managing enterprise accounts
- 2+ years of direct people leadership
Benefits
- Make a Real Impact
- Ownership & Autonomy
- International Culture
- Career Development
- Flexible Work (up to 3 days remote/week)
About the Company
- 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, they empower brands to deliver smarter, faster, and more impactful digital experiences across the entire customer journey.
- 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, they are building the future of digital optimization—powered by AI, experimentation, personalization, and data.
- Their mission is to help brands grow by creating meaningful user experiences that drive business performance.
- The company offers a dynamic, international environment where innovation, ownership, and impact are daily realities.
- Culture is driven by strong values: client satisfaction, impact, going above and beyond, and a one team, one dream mentality.
- Committed to creating a workplace where everyone feels empowered to share ideas, take risks, and make an impact.
- Committed to nurturing the team and their professional journeys.