Customer Success Manager - UK - M/F/D

WHO WE ARE

Ready to shape the future of digital optimization with a global leader in AI-powered experience solutions? We invite you to join AB Tasty on our mission to help brands sell better by creating positive user experiences across all digital properties!

Since our founding in 2009, we've partnered with over 1000 clients, including renowned brands like Kering, McDonald’s, Ulta Beauty, L’Oreal, Disneyland Paris, and LVMH among others. With a presence in 8 countries across 3 continents, our team of 300+ passionate individuals is dedicated to building the internet of the future.

At AB Tasty, we're more than just a company – we're a community. Joining AB Tasty means becoming part of a diverse, dynamic team that values innovation and growth.

Our company culture is at the heart of everything we do. We have our core values that shape our daily interactions and guide us in our mission:

• 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.

THE TEAM

Join our dynamic UK team in London, where you'll collaborate with Sales, Partner and Marketing Teams. As a Customer Success Manager, you will play a critical role in driving customer satisfaction, retention, and growth by fostering strong relationships and ensuring customers maximise the value of our solutions.

You will act as a strategic advisor, guiding key accounts through their journey, helping them achieve their business goals.

• Collaboration tools: Churn Zero, Trello, Slack, Jira, Confluence, and more

• Travel: occasional travel to client sites or team-building events
  

YOUR MISSION

• Own and nurture a portfolio of commercial customers, ensuring long-term success

• Act as the main point of contact, providing strategic guidance and data-driven recommendations on long-term testing and personalisation optimisation strategies

• Collaborate with Key Account Managers to conduct regular business reviews (QBRs) to demonstrate ROI and drive account expansion

• Proactively identify churn risks and implement strategies to improve retention

• Maintain a high level of customer engagement and satisfaction with a focus on customer-led strategy

• Provide technical consulting on tests and personalisation and assist set-up and learning with the AB Tasty solution

• Analyse and identify new areas for optimisation following data analysis

• Help provide customer references and case studies; actively provide constructive feedback to the product team to improve AB Tasty products

• Work closely with agencies and partners supporting shared customers, ensuring alignment on strategy, execution, and value delivery
  

WHAT YOU'LL BRING

• At least 3 years work of experience in a related field in Customer Success

• Customer-focused, organised with a proactive mindset

• Fluent in English, with excellent verbal and written communication skills

• Analytical thinker who can translate complex data into profitable marketing plans

• Interest in UX, e-commerce, analytics or CRO

• Desirable: experience working with digital agencies, technology partners, or channel ecosystems in a customer-facing role

• Willingness and ability to travel as needed to meet clients on-site, particularly in Manchester and Ireland

• Strong soft skills: energetic, enthusiastic, self-motivated, open-minded

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!

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

• Centrally located office & various perks: work in a vibrant space central London, and enjoy various benefits: health insurance, additional days off, and support for remote working expenses

INTERVIEW PROCESS

1. Discovery interview with Nataliia, Talent Acquisition Specialist

2. Hiring Manager interview with Scarlett, CSM Team Leader

3. Case study with Scarlett, CSM Team Leader and Celine, VP Clients

4. In-person cultural team-fit interview with some of the UK office
   

DETAILS

• Type: permanent (full-time)

• Location: 3 Waterhouse Square, London

• Work policy: hybrid, with up to 3 remote days per week