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 / Ventajas competitive salary + performance bonus stock options with vesting comprehensive health insurance on-demand salary access structured career path flexible benefits tailored remuneration options

Responsabilidades

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

Requisitos principales 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)

collaborative mindset coaching and mentorship stakeholder management health signal analysis (product usage, engagement, support interactions, NPS)

data-driven decision making cohort analyses

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