Customer Success Manager - UK - M/F/D

AB Tasty; Greater London; Hybrid; GBP 30,000 - 60,000

Job description

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 an Experimented CSM, 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 Mid Market 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 Manager to conduct regular business reviews (QBRs) to demonstrate ROI and drive account expansion
• Proactively identify churn risks and implement strategies to improve retention
• Maintain high level of customer engagement and satisfaction with a focus on customer and loyalty
• Provide Tests and Personalisations technical consulting & set-up with the solution
• Analyse and identify new areas for optimisation following data analysis
• Lead CRO meetings, workshops & training
• Help provide customer references and case studies; provide constructive feedback to the product team to improve AB Tasty products

WHAT YOU WILL BRING

• Degree in Business, Economics, IT, Digital or Marketing
• At least 1 year of work experience in a related field as a Customer Success
• Customer-focused, organised with a proactive mindset
• Fluent in English and 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
• 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 WILL LOVE IT HERE

At AB Tasty, we believe in empowering our team members to innovate, grow, and succeed together. By joining our Infrastructure team, you’ll:

• 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 in 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 one of the team members
4. A meeting with Celine, VP Client
5. 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