Overview

In this high-visibility role, you lead a 5-person Tier 3 Customer Success team to protect and grow revenue. You will steer strategy and execution to shift from reactive churn handling to proactive retention, with a clear focus on improving Net Revenue Retention. You work closely with cross-functional partners to implement data-driven risk mitigation and scalable CS processes. This is a pivotal opportunity to shape how the team prevents churn, scales retention impact, and delivers a seamless customer experience. You will drive measurable outcomes in collaboration with Sales, Product, Care, and RevOps, leveraging customer health signals and engagement data.

Compensaciones / Ventajas

- competitive salary + performance bonus
- stock options with vesting
- comprehensive health insurance
- 25 days of holidays (28 after Year 1, 30 after Year 2)
- daily lunch allowance via Kombo when in the office
- flexible benefits and on-demand salary access

Responsabilidades

- Lead and coach a team of 5 Customer Success Specialists for Tier 3 accounts
- Shift from reactive churn requests to proactive churn prevention with data-driven strategies
- Own Net Revenue Retention targets for the Tier 3 segment
- Monitor health signals (product usage, engagement, support interactions, NPS)



to manage risk
- Conduct 1:1s, performance reviews, and coaching to maintain a high-performing team
- Provide hands-on support in customer conversations when needed
- Design and optimize scalable CS processes and workflows
- Collaborate with Revenue Operations to improve reporting, automate workflows, and prioritize efforts via data
- Define escalation paths and SLAs for Tier 3 customers
- Work with Sales, Care, Marketing, Product, and RevOps to enhance the customer journey and identify growth opportunities

Requisitos principales

- 5+ years in a customer-facing role
- 2–3 years in people management or team leadership
- Proven success in retaining customers, reducing churn, and improving NRR in a B2B SaaS environment
- Experience designing and optimizing CS processes and workflows
- Strong analytical skills to interpret health data, cohort analyses, and churn metrics
- Excellent communication, coaching, and stakeholder management
- Full professional proficiency in both French and English

- coaching
- stakeholder management
- change leadership
- data-driven churn prevention
- customer health signal analysis
- cohort analyses

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