Customer Success Team Lead (Long Tail)

Amenitiz; España; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Performance bonus

Stock options

Health insurance

Holiday entitlement 25–30 days

Lunch allowance (€10/day)

Flexible benefits

Salary advances

Team library access

International team

Job summary

Amenitiz is seeking a Customer Success Team Lead to manage the Long Tail team and drive Net Revenue Retention for Tier 3 accounts. You will own strategy and execution for a 5-person group, focusing on reducing churn and building proactive risk prevention.

You will lead data-driven initiatives, monitor customer health signals, and collaborate cross-functionally to deliver exceptional customer outcomes and scalable CS processes.

Qualifications

• 5+ years in a customer-facing role with 2–3 years in people management or team leadership.
• Proven success driving retention and reducing churn in a B2B SaaS environment.
• Experience designing, implementing, and optimizing CS processes and workflows.
• Strong analytical skills to interpret customer health data, cohort analyses, and churn metrics.
• Excellent communication, coaching, and stakeholder management skills.
• Full professional proficiency in French and English, written and spoken.

Responsibilities

• Lead, coach, and develop a team of 5 CS Specialists managing Tier 3 accounts.
• Drive transformation from reactive to proactive CS with data-driven churn prevention strategies.
• Own and drive Net Revenue Retention targets for Tier 3.
• Monitor health signals and NPS to proactively manage account risk.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Support customer conversations and step in when needed.
• Design and optimize scalable CS processes and workflows.
• Partner with Revenue Operations to improve reporting and automation.
• Establish clear operational standards and SLAs for Tier 3.
• Collaborate with Sales, Care, Marketing, Product, and RevOps for a seamless CX.

Skills

Team leadership

Analytical skills

Stakeholder management

Coaching

Communication

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