About The Role

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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.

Your mission

- 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 usage, engagement, support interactions, and NPS, to proactively manage account risk.
- Conduct regular 1:1s, performance reviews, and coaching sessions to build a high-performing and engaged team.
- Maintain a hands‐on approach by supporting customer conversations and stepping in when additional team capacity is needed.
- Design, document, and continuously optimize scalable Customer Success processes and workflows.




- Partner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization of team efforts.
- Establish clear operational standards, escalation paths, and service-level expectations for the Tier 3 segment.
- Collaborate closely with Sales, Care, Marketing, Product, and Revenue Operations teams to deliver a seamless customer experience, identify growth opportunities, and drive continuous improvement through customer feedback.

About You

- 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. xqysrnh
- Full professional proficiency in both French and English, written and spoken.

Our Offer

- Competitive salary + performance bonus tied to forecast accuracy and GTM outcomes
- Stock options with a progressive vesting schedule
- Comprehensive health insurance
- 25 days of holidays from day one, rising to 28 after your first year and 30 after two years
- €10 a day for lunch through our virtual canteen, Kombo, every day you work from the office
- Adaptable benefits - save on meals, childcare, transportation, and training with our tailored remuneration options
- On-demand salary access - no need to wait until the end of the month
- Any book, purchased for you, plus access to a shared team library
- An international team of 35+ nationalities based in one of Europe's leading tech hubs

📌 Customer success team lead (long tail) (Barcelona)
🏢 Amenitiz
📍 Barcelona