Customer Success Team Lead (Long Tail)
At a glance
Senior Customer Success role at Amenitiz Solutions. Barcelona · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Lead, coach, and develop five Customer Success Specialists handling Tier 3 accounts
- Shift retention work toward early risk detection and proactive churn prevention
- Own Tier 3 Net Revenue Retention goals and improve outcomes for customers seeking to leave
- Use product usage, engagement, support activity, and NPS to assess account health
- Build scalable workflows, reporting, escalation routes, and service standards with Revenue Operations
What you bring
- At least five years in customer-facing work, including two to three years leading or managing people
- A record of improving retention, lowering churn, and raising Net Revenue Retention in B2B SaaS
- Hands-on experience creating and refining Customer Success processes and workflows
- Strong ability to use health data, cohort analysis, and churn measures in decision-making
- Professional fluency in French and English, both spoken and written
Who this fits
This role suits a customer success leader who can manage a team while remaining involved in customer conversations. You should be comfortable using data to lead a shift from reactive retention to proactive risk management and working across Sales, Care, Marketing, Product, and Revenue Operations. The position is onsite in Spain and includes people management.
From the employer
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
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