Experteer Overview In this pivotal role, you will lead a five-person Customer Success team for Tier 3 accounts, driving proactive churn prevention and improving Net Revenue Retention. You will shape strategy and execution, transforming the team from a reactive model to a proactive CS motion. You collaborate across Sales, Care, Marketing, Product, and Revenue Operations to deliver a seamless customer experience and scalable processes. This is a high-impact opportunity to influence retention outcomes in a multinational, tech-focused environment.Compensaciones / Ventajas
- Lead and coach a team of 5 CSMs focused on Tier 3 accounts
- Drive a proactive churn-prevention strategy using data-driven insights
- Own Tier 3 NRR targets and work on retention improvements
- Monitor health signals (product usage, engagement, support, NPS) to mitigate risk
- Conduct regular 1:1s, performance reviews, and coaching
- Support customer conversations hands-on when needed
- Design and optimize scalable CS processes and workflows
- Partner with Revenue Operations to improve reporting and automate workflows




- Set clear operational standards, escalation paths, and SLAs for Tier 3
- Collaborate with Sales, Care, Marketing, Product, and Revenue Ops for a seamless customer journey and continuous improvementResponsabilidades
- 5+ years in customer-facing roles
- 2–3+ years in people management or team leadership
- Proven success in retention and improving NRR in a B2B SaaS environment
- Experience designing and optimizing CS processes and workflows
- Strong analytical skills for health data, cohort analyses, and churn metrics
- Excellent communication, coaching, and stakeholder management
- Full professional proficiency in French and English (written and spoken)Requisitos principales
- competitive salary
- performance bonus tied to forecast accuracy and GTM outcomes
- stock options with back-loaded vesting
- comprehensive health insurance
- on-demand salary access
- career path with clear KPIs at every level

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