ppAt Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder. /p pWe're more than just another SaaS scale-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from top-tier VCs who support disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups. /p pFrom our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day. /p h3About the role /h3 pWe are looking for an experienced Manager of Customer Success to lead our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across our Tier 3 segment. /p pIn this high-visibility role, you will own both strategy and execution for a team of five Customer Success Specialists. You will be responsible for improving retention among customers who have submitted churn requests, while also building a proactive, data-driven approach to identify and mitigate risk earlier, reducing churn before it happens. /p pThis is a pivotal moment for the team as we transition from a reactive, churn-request-led model to a proactive Customer Success motion focused on preventing churn and scaling retention impact. /p h3Your missions /h3 ul liLead, coach, and develop a team of 5 Customer Success Specialists managing Tier 3 accounts, fostering a culture of accountability, customer-centricity, and continuous improvement. /li liDrive the transformation from a reactive retention model to a proactive Customer Success approach by implementing data-driven churn prevention strategies and identifying customer risks early. /li liOwn and drive Net Revenue Retention (NRR) targets for the Tier 3 segment, continuously improving retention outcomes and reducing churn. /li liMonitor and leverage customer health signals, including product usage, engagement, support interactions, and NPS, to proactively manage account risk. /li liConduct regular 1:1s,



performance reviews, and coaching sessions to build a high-performing and engaged team. /li liMaintain a hands-on approach by supporting customer conversations and stepping in when additional team capacity is needed. /li liDesign, document, and continuously optimize scalable Customer Success processes and workflows. /li liPartner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization of team efforts. /li liEstablish clear operational standards, escalation paths, and service-level expectations for the Tier 3 segment. /li liCollaborate closely with Sales, Care, Marketing, Product, and Revenue Operations teams to deliver a seamless customer experience, identify growth opportunities, and drive continuous improvement through customer feedback. /li /ul h3About you /h3 ul li5+ years of experience in a customer-facing role, including at least 2–3 years in a people management or team leadership position. /li liProven success driving retention, reducing churn, and improving Net Revenue Retention in a B2B SaaS environment. /li liExperience designing, implementing, and optimizing Customer Success processes and workflows. /li liStrong analytical skills with the ability to interpret customer health data, cohort analyses, and churn metrics to inform decisions. /li liExcellent communication, coaching, and stakeholder management skills, with the ability to lead teams through change. /liliFull professional proficiency in both French and English, written and spoken. /li liCompetitive salary + performance bonus tied to forecast accuracy and GTM outcomes /li liStock options - with a back-loaded vesting schedule /li liOn-demand salary access - no need to wait until the end of the month /li liA documented career path - with clear KPIs at every level /li liFlexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options /li liAny book, purchased for you, plus access to a shared team library /li liAn international team of 35+ nationalities based in one of Europe's leading tech hubs /li /ul /p #J-18808-Ljbffr

📌 Manager of Customer Success - Long Tail (Barcelona)
🏢 Amenitiz
📍 Barcelona