Customer Success Manager, Mid Market - United Kingdom

WHO WE ARE

Ready to shape the future of digital optimization as part of Wingify, the company bringing VWO and AB Tasty together?

Wingify brings VWO and AB Tasty together as one company, and one platform, built to make every digital experience relevant in the moment it happens. Following the merger of the two pioneers earlier this year, we unify experimentation, personalization, customer insights, commerce optimization, feature management, and customer engagement on a shared data foundation, with AI built into the core rather than bolted on top, powered by Wingz, our embedded AI engine. We call this Agentic Experience Optimization.

Wingify brings together more than $105 million in revenue, 4,000 customers, and 700 employees across 11 offices worldwide, two teams that have each spent over 15 years in digital experience optimization. We serve brands including L'Oréal, LVMH, Decathlon, Puma, Forbes, Motorola, AXA, and De Beers, and 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 Wingify, we're not just about delivering top-notch digital experiences - we're committed to nurturing our team and their professional journeys.

THE TEAM

Team Name & Location: Mid Market Customer Success team, based in London.

Team Composition: You will join a global Customer Success organization of 12 CSMs spread across the UK, India, and Tel Aviv. You will report to Rebecca Ingersoll-Smith, CS Team Lead - Commercial UK & Northern Europe, and work closely with Sales, Product, and Technical teams to support a high-volume portfolio of Mid Market clients.

Role Overview: This role is dedicated to owning a portfolio of approximately 40–60 Mid Market accounts (clients between £20k and £70k ARR), combining scaled, tech-touch engagement with targeted strategic advice to drive retention, expansion, and long-term solution adoption.

Tech Stack & Tools: You will primarily use our proprietary Wingify platform, alongside tools like Salesforce and Google Suite.

Additional Information: This is a London-based role with approximately 80% of your working time spent in the UK, including regular presence in our London office, and occasional travel to meet clients or collaborate with team members in India and Tel Aviv. Strong technical curiosity is required to manage a diverse range of client needs, but no development skills are necessary.

YOUR MISSION

• Manage a portfolio of approximately 40–60 Mid Market clients (£20k–£70k ARR), driving retention and expansion through a scaled, tech-touch engagement model that reduces churn and maximizes value.

• Build and maintain strong, trust-based relationships with key stakeholders across your portfolio, guiding clients efficiently through onboarding, solution adoption, and growth opportunities.

• Drive customer satisfaction, product adoption, and loyalty by delivering data-driven recommendations on experimentation, testing, and personalization strategies aligned with each client's business goals.

• Lead scalable onboarding sessions, webinars, optimization workshops, business reviews, and training sessions that equip clients to implement and scale successful campaigns.

• Liaise with Sales, Product, and Technical teams to align on client needs, support campaign set-up, and translate customer insights into actionable feedback for product improvement.

• Act as a trusted advisor and advocate for your Mid Market customers, sharing KPIs, performance summaries, and success stories, and flagging upsell and expansion opportunities to Sales.

WHAT YOU'LL BRING

• Proven experience in Customer Success or Account Management within a SaaS company, ideally managing a high-volume portfolio of Mid Market accounts.

• Confidence in consulting on CRO, UX, or analytics-related projects, prioritizing effectively across a large portfolio, and communicating clearly with both technical and non-technical audiences.

• Eagerness to develop strong customer relationships at scale, translate data into strategy, and navigate technical conversations around topics like server-side implementation.

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 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 11 offices worldwide.

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

• Flexible Work: Enjoy a hybrid setup with up to 3 remote workdays per week, plus a £50/month remote work allowance.

• Perks: Centrally located London office, 25 days of paid leave, comprehensive AXA Health Care fully paid by Wingify, generous parental leave (12 weeks maternity / 4 weeks second parent), wedding leave, and the opportunity to work remotely from abroad or hop between Wingify hubs globally.

INTERVIEW PROCESS

• Step 1: Discovery interview with Fayçal Bennegadi, Talent Acquisition Specialist.

• Step 2: Hiring Manager interview with Rebecca Ingersoll-Smith, CS Team Lead.

• Step 3: Case study presentation with a team member.

• Step 4: Final meeting

DETAILS

• Contract: Permanent full-time

• Location: London

• Remote: up to 3 days/week