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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 Long Tail (Tier 3) segment. This is a pivotal leadership role driving a strategic transformation from reactive churn management to proactive, data-driven customer retention.
Key Responsibilities:
- Lead, coach, and develop a team of 5 Customer Success Specialists, fostering accountability and continuous improvement
- Own Net Revenue Retention (NRR) targets for the Tier 3 segment, driving measurable retention improvements and churn reduction
- Transform the team's approach from reactive (churn-request-led) to proactive by implementing data-driven churn prevention strategies
- Monitor and leverage customer health signals—product usage, engagement, support interactions, NPS—to identify and mitigate account risk early
- Conduct regular 1:1s, performance reviews, and coaching to build a high-performing team
- Maintain hands-on involvement by supporting customer conversations and providing team capacity support when needed
- Design, document, and optimize scalable Customer Success processes and workflows
- Partner with Revenue Operations to improve reporting, automate workflows, and enable data-driven prioritization
- Establish clear operational standards, escalation paths, and service-level expectations
- Collaborate cross-functionally with Sales, Care, Marketing, Product, and Revenue Operations to deliver seamless customer experience and identify growth opportunities
Required Qualifications:
- 5+ years in customer-facing roles, with 2–3 years in people management or team leadership
- Proven track record driving retention, reducing churn, and improving NRR in B2B SaaS
- Experience designing and optimizing Customer Success processes and workflows
- Strong analytical skills: ability to interpret customer health data, cohort analyses, and churn metrics
- Excellent communication, coaching, and stakeholder management skills; ability to lead teams through change
- Full professional proficiency in French and English (written and spoken)
Compensation & Benefits:
- Competitive salary plus performance bonus tied to forecast accuracy and GTM outcomes
- Stock options with progressive vesting
- Comprehensive health insurance
- On-demand salary access
- Structured career path with defined criteria at each level
- Flexible benefits (meals, childcare, transportation, training)
- Professional development (books, shared team library)
- International team of 35+ nationalities in a leading European tech hub
