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Amenitiz is seeking an experienced Customer Success Team Lead to manage the Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across the Tier 3 segment. This is a pivotal role as the team transitions from a reactive, churn-request-led model to a proactive Customer Success motion focused on preventing churn and scaling retention impact.
You will own both strategy and execution for a team of 5 Customer Success Specialists. Your responsibilities include leading, coaching, and developing the team while fostering a culture of accountability, customer-centricity, and continuous improvement. You will drive the transformation to a proactive Customer Success approach by implementing data-driven churn prevention strategies and identifying customer risks early.
Key responsibilities:
- Lead and develop a team of 5 Customer Success Specialists managing Tier 3 accounts
- 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 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
- 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 seamless customer experience and identify growth opportunities
Benefits include competitive salary with performance bonus tied to forecast accuracy and GTM outcomes, stock options with progressive vesting, comprehensive health insurance, 25 days of holidays from day one (rising to 28 after year one and 30 after two years), €10 daily lunch allowance for office days, flexible benefits for meals/childcare/transportation/training, on-demand salary access, book purchases and team library access, and an international team of 35+ nationalities in one of Europe's leading tech hubs.
Requirements:
- 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
