Overview
A continuación se detalla todo lo que necesita saber sobre lo que implica esta oportunidad, así como lo que se espera de los solicitantes.
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
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 xqbhyrx 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