Who you are
- 5+ years of experience in a customer-facing role, including at least 2–3 years in a people management or team leadership position
- Proven success driving retention, reducing churn, and improving Net Revenue Retention in a B2B SaaS environment
- Experience designing, implementing, and optimizing Customer Success processes and workflows
- Strong analytical skills with the ability to interpret customer health data, cohort analyses, and churn metrics to inform decisions
- Excellent communication, coaching, and stakeholder management skills, with the ability to lead teams through change
- Full professional proficiency in both French and English, written and spoken
What the job involves
- We are looking for an experienced Customer Success Team Lead to manage our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across our Tier 3 segment
- In this high-visibility role, you will own both strategy and execution for a team of 5 Customer Success Specialists.



You will be responsible for improving retention among customers who have submitted churn requests, while also building a proactive, data-driven approach to identify and mitigate risk earlier, reducing churn before it happens
- This is a pivotal moment for the team as we transition from a reactive, churn-request-led model to a proactive Customer Success motion focused on preventing churn and scaling retention impact
- Lead, coach, and develop a team of 5 Customer Success Specialists managing Tier 3 accounts, fostering a culture of accountability, customer-centricity, and continuous improvement
- Drive the transformation from a reactive retention model to a proactive Customer Success approach by implementing data-driven churn prevention strategies and identifying customer risks early
- Own and drive Net Revenue Retention (NRR) targets for the Tier 3 segment, continuously improving retention outcomes and reducing churn
- Monitor and leverage customer health signals, including product usa

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