--- title: "Customer Success Team Lead (Long Tail)" company: "Amenitiz" company_url: "https://www.remjobs.works/companies/amenitiz" url: "https://www.remjobs.works/job/amenitiz-customer-success-team-lead-long-tail-50eb6fb2-db9e-4724-b610-c4b87561b8f2" apply_url: "https://jobs.ashbyhq.com/amenitiz/de91827a-63bf-4105-8759-0ae46279ebd9" workplace: onsite location: "Barcelona" employment_type: full-time seniority: lead role: customer-support region: europe date_posted: 2026-09-07T08:36:43.767Z first_seen_by_remjobs: 2026-09-19T22:08:05.545Z --- # Customer Success Team Lead (Long Tail) **Amenitiz** · Barcelona Apply: https://jobs.ashbyhq.com/amenitiz/de91827a-63bf-4105-8759-0ae46279ebd9 ## About Amenitiz The all-in-one hotel management system for hoteliers: property management software, channel manager, booking engine in one centralized tool. Book a demo. ## About the role **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 - On-demand salary access - no need to wait until the end of the month - A structured career path with defined criteria 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 Europe's leading tech hubs#LI-CL1 --- Source: Amenitiz's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/amenitiz-customer-success-team-lead-long-tail-50eb6fb2-db9e-4724-b610-c4b87561b8f2