Proactive CS Team Lead – Tier 3 (NRR Focus)

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

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.