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Amenitiz is seeking an experienced Customer Success Team Lead to manage a team of 5 Customer Success Specialists focused on the Tier 3 segment. This is a pivotal role as the company transitions from a reactive, churn-request-driven model to a proactive, data-driven Customer Success approach.
You will own both strategy and execution for the Long Tail team, with primary responsibility for improving Net Revenue Retention (NRR) and reducing churn among Tier 3 accounts. Your mission includes leading and developing a high-performing team, implementing data-driven churn prevention strategies, and establishing scalable Customer Success processes.
Key responsibilities:
- Lead, coach, and develop a team of 5 Customer Success Specialists, fostering accountability, customer-centricity, and continuous improvement
- Drive transformation from reactive to proactive Customer Success by implementing churn prevention strategies and identifying customer risks early
- Own NRR targets for the Tier 3 segment and continuously improve retention outcomes
- Monitor customer health signals (product usage, engagement, support interactions, NPS) to proactively manage account risk
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Maintain hands-on involvement in customer conversations and provide team support as needed
- Design, document, and optimize scalable Customer Success processes and workflows
- Partner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization
- Establish operational standards, escalation paths, and service-level expectations
- Collaborate with Sales, Care, Marketing, Product, and Revenue Operations teams to deliver seamless customer experience and identify growth opportunities
The company offers competitive salary with performance bonus tied to forecast accuracy and GTM outcomes, stock options with progressive vesting, comprehensive health insurance, on-demand salary access, structured career path, flexible benefits (meals, childcare, transportation, training), professional development (books and team library access), and an international team of 35+ nationalities in a leading European tech hub.
Requirements:
- 5+ years of experience in customer-facing roles
- At least 2–3 years in people management or team leadership position
- Proven success driving retention, reducing churn, and improving NRR in B2B SaaS environment
- Experience designing, implementing, and optimizing Customer Success processes and workflows
- Strong analytical skills with ability to interpret customer health data, cohort analyses, and churn metrics
- Excellent communication, coaching, and stakeholder management skills
- Full professional proficiency in both French and English (written and spoken)
