OverviewIn 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 / Beneficioscompetitive 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 adaptable benefits and on-demand salary access

ResponsabilidadesLead 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 principales5+ 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) (Barcelona)
🏢 Amenitiz
📍 Barcelona