Customer Success Team Lead (Long Tail)

At Amenitiz were on a mission to simplify hospitality management - empowering over 15000 independent hoteliers to run smarter not harder.

Were more than just another SaaS scale-up. Were revolutionizing one of the worlds oldest industries. Backed by over $80M from top-tier VCs who support disruptive giants like Alibaba Toast Zendesk Delivery Hero Revolut and Loom weve been recognized as a TravelTech Titan and one of Wireds hottest start-ups.

From our Barcelona HQ we turn bold ideas into real impact ownership into innovation and collaboration into results that matter - every single day.

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 five 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.

• 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 23 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 Benefits

• Competitive salary performance bonus tied to forecast accuracy and GTM outcomes
• Stock options - with a back-loaded vesting schedule
• Comprehensive health insurance
• On-demand salary access - no need to wait until the end of the month
• A documented career path - with clear KPIs at every level
• Flexible benefits - save on meals childcare transportation and training with our tailored remuneration options
• Any book purchased for you plus access to a shared team library
• An international team of 35 nationalities based in one of Europes leading tech hubs
  
  
  

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Apply now to join our team and be a part of our exciting journey at Amenitiz!