Customer Success Team Lead (Long Tail)

Amenitiz; Barcelona; On-site; EUR 75,000 - 105,000; Full time

Benefits offered by this job

Stock options

Health insurance

25 days holiday

Lunch allowance

Flexible benefits

Salary on demand

Team library access

International team

Job summary

Amenitiz is hiring a Customer Success Team Lead to manage a Tier 3 team of 5 specialists, overseeing strategy and execution to improve Net Revenue Retention. The role requires leading with a data-driven churn prevention approach and strong stakeholder collaboration.

You will drive proactive customer success, align with Sales, Marketing, Product, and Revenue Operations, and coach the team to deliver continuous retention improvements.

Qualifications

• 5+ years in a customer-facing role.
• 2–3 years in people management or team leadership.
• Proficiency in French and English, written and spoken.
• Experience designing, implementing, and optimizing Customer Success processes and workflows.

Responsibilities

• Lead, coach, and develop a team of 5 Customer Success Specialists managing Tier 3 accounts, fostering accountability and customer-centricity.
• Drive the transformation to a proactive CS approach with data-driven churn prevention strategies.
• Own Net Revenue Retention targets for Tier 3, improving retention and reducing churn.
• Monitor health signals (usage, engagement, support, NPS) to proactively manage risk.
• Conduct regular 1:1s, performance reviews, and coaching to build a high-performing team.

Skills

Team leadership

Churn prevention

Data-driven analysis

Stakeholder management

French & English

Job description

About The Role

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.
• 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
• Flexible 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