Overview

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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 / Beneficios
- competitive salary + performance bonus
- stock options with vesting
- comprehensive health insurance
- on-demand salary access
- structured career path
- versátil 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 xqbhyrx improving NRR in a B2B SaaS environment
- Experience designing and optimizing CS processes

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