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 / Incentivos - 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