Proactive Customer Success Lead, Tier 3 Retention & NRR

Amenitiz; España; Presencial; EUR 75.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Performance bonus

Stock options

Health insurance

On-demand salary access

Career progression

Flexible benefits

Team library access

International team

Descripción de la vacante

Amenitiz is looking for an experienced Customer Success Team Lead to manage our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across the Tier 3 segment. You will lead a team of 5 Customer Success Specialists, shifting from a reactive churn model to a proactive CS motion that prevents churn and scales retention impact.

You’ll monitor health signals and collaborate cross-functionally to sustain growth.

Formación

• 5+ years in a customer-facing role including 2-3 years in people management.
• Proven ability to drive retention and improve Net Revenue Retention in a B2B SaaS environment.
• Experience designing and optimizing Customer Success processes and workflows.
• Strong analytical skills for health data, cohorts, and churn metrics.
• Excellent communication, coaching, and stakeholder management skills.
• Full professional proficiency in both French and English, written and spoken.

Responsabilidades

• Lead and develop a team of 5 Customer Success Specialists.
• Implement data-driven churn prevention strategies and identify risks early.
• Own and drive Net Revenue Retention targets for the Tier 3 segment.
• Monitor customer health signals and NPS to proactively manage risk.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Provide hands-on support in customer conversations when needed.
• Design, document, and optimize scalable CS processes and workflows.
• Partner with Revenue Operations to improve reporting and automate workflows.
• Establish clear operational standards, escalation paths, and SLAs for Tier 3.
• Collaborate with Sales, Care, Marketing, Product, and Revenue Ops to enhance the customer experience.

Conocimientos

Team leadership

Churn reduction

Data analytics

Stakeholder management

Communication

B2B SaaS

Descripción del empleo

Amenitiz is looking for an experienced Customer Success Team Lead to manage our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across the Tier 3 segment. You will lead a team of 5 Customer Success Specialists, shifting from a reactive churn model to a proactive CS motion that prevents churn and scales retention impact.

You’ll monitor health signals and collaborate cross-functionally to sustain growth.