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

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