Experteer Overview You lead a Tier 3 Customer Success Team of 5, driving proactive churn prevention and improving Net Revenue Retention. You’ll shift the team from a reactive churn-request model to a proactive, data-driven motion, partnering across Sales, Care, Marketing, Product, and Revenue Ops. You enable scalable CS processes, coach a high-performing team, and influence retention outcomes in a B2B SaaS context from Barcelona. Compensaciones / Incentivos • Lead and develop a team of 5 Customer Success Specialists for Tier 3 accounts • Drive transition from reactive churn handling to proactive churn prevention using data signals • Own and pursue NRR targets for the Tier 3 segment and continuously improve retention • Monitor health signals (product usage, engagement, support interactions, NPS) to manage account risk proactively • Conduct regular 1:1s, performance reviews, and coaching to build a high-performing team • Maintain hands-on support for customer conversations when needed • Design and optimize scalable CS processes and workflows • Collaborate with Revenue Operations to improve reporting, automate workflows,



and prioritize team efforts • Set clear operational standards, escalation paths, and SLAs for Tier 3 • Work with Sales, Care, Marketing, Product, and Revenue Ops to deliver a seamless customer experience and capture growth opportunities Responsabilidades • 5+ years in a customer-facing role • 2–3 years in people management or team leadership • Proven success in driving retention and improving NRR in a B2B SaaS environment • Experience designing and optimizing CS processes and workflows • Strong analytical skills with health data, cohort analyses, and churn metrics • Excellent communication, coaching, and stakeholder management; capable of leading through change • Full professional proficiency in French and English (written and spoken) Requisitos principales • competitive salary + performance bonus • stock options with vesting • comprehensive health insurance • on-demand salary access • structured career path • flexible benefits tailored remuneration options

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