About the role
We are looking for an experienced Customer Success Team Lead to manage our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across our Tier 3 segment.
In 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.
This 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.
Your missions
- Lead, coach, and develop a team of 5 Customer Success Specialists managing Tier 3 accounts, fostering a culture of accountability, customer-centricity, and continuous improvement.




- Drive 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.
- Own and drive Net Revenue Retention (NRR) targets for the Tier 3 segment, continuously improving retention outcomes and reducing churn.
- Monitor and leverage customer health signals, including product usage, engagement, support interactions, and NPS, to proactively manage account risk.
- Conduct regular 1:1s, performance reviews, and coaching sessions to build a high-performing and engaged team.
- Maintain a hands-on approach by supporting customer conversations and stepping in when additional team capacity is needed.
- Design, document, and continuously optimize scalable Customer Success processes and workflows.
- Partner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization of team efforts.
- Establish clear operational standards, escalation paths, and service-level expectations for the Tier 3 segment.
- Collabora

📌 Customer Success Team Lead (Barcelona)
🏢 Amenitiz
📍 Barcelona