About The RoleWe are looking for an experienced

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About The RoleWe 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 5 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 mission
- 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 workf

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