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 / Beneficioscompetitive salary + performance bonusstock options with vestingcomprehensive health insuranceon-demand salary accessstructured career pathflexible benefits tailored remuneration options ResponsabilidadesLead and develop a team of 5 Customer Success Specialists for Tier 3 accountsDrive transition from reactive churn handling to proactive churn prevention using data signalsOwn and pursue NRR targets for the Tier 3 segment and continuously improve retentionMonitor health signals (product usage, engagement, support interactions, NPS) to manage account risk proactivelyConduct regular 1:1s, performance reviews,



and coaching to build a high-performing teamMaintain hands-on support for customer conversations when neededDesign and optimize scalable CS processes and workflowsCollaborate with Revenue Operations to improve reporting, automate workflows, and prioritize team effortsSet clear operational standards, escalation paths, and SLAs for Tier 3Work with Sales, Care, Marketing, Product, and Revenue Ops to deliver a seamless customer experience and capture growth opportunities Requisitos principales5+ years in a customer-facing role2–3 years in people management or team leadershipProven success in driving retention and improving NRR in a B2B SaaS environmentExperience designing and optimizing CS processes and workflowsStrong analytical skills with health data, cohort analyses, and churn metricsExcellent communication, coaching, and stakeholder management; capable of leading through changeFull professional proficiency in French and English (written and spoken)collaborative mindsetcoaching and mentorshipstakeholder managementhealth signal analysis (product usage, engagement, support interactions, NPS)data-driven decision makingcohort analyses

📌 Customer Success Team Lead (Long Tail) - barcelona
🏢 Jobrapido
📍 Barcelona