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As Customer Success Team Lead, you will guide a team of five specialists in the Tier 3 segment to improve Net Revenue Retention and prevent churn through proactive, data‑driven strategies. You will shape the CS motion, moving from reactive churn handling to scalable prevention and cross‑functional collaboration with Sales, Product, and Revenue Operations. The role combines leadership with hands‑on support to optimize processes and drive measurable retention impact. This is your chance to lead customer-centric improvements at scale in a fast‑growing SaaS company.
Compensaciones / Beneficios
• Lead and coach a team of 5 CS Specialists for Tier 3 accounts
• Drive a proactive churn-prevention CS motion using data signals
• Own NRR targets and continuously improve retention outcomes
• Monitor health signals (usage, engagement, support, NPS) to manage risk
• Conduct regular 1:1s, performance reviews, and coaching
• Maintain hands-on support when needed and optimize scalable CS processes
• Collaborate with Revenue Ops to automate workflows and improve reporting
• Define operational standards, escalation paths, and SLAs for Tier 3
• Coordinate with Sales, Care, Marketing, Product, and Revenue Ops to enhance customer experience and identify growth opportunities
Responsabilidades
• 5+ years in a customer-facing role
• 2–3 years in a people management or team leadership position
• Proven success in driving retention and improving NRR xqbhyrx in B2B SaaS
• Experience designing and optimizing CS processes and workflows
• Strong analytical skills to interpret health data, cohorts, and churn metrics
• Excellent communication, coaching, and stakeholder management
• Fluent in French and English (written and spoken)
Requisitos principales
• Competitive salary
• Stock options with back-loaded vesting
• Comprehensive health insurance
• On-demand salary access
• Career path with clear KPIs
• Adaptable benefits
📌 Customer Success Team Lead (Long Tail) (Barcelona)
🏢 Amenitiz
📍 Barcelona
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