At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter,

not harder.

We're more than just another SaaS scale-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from

top-tier VCs who support disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized

as a TravelTech Titan and one of Wired's 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.

YOUR MISSIONS

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 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 Europe's leading tech hubs

#LI-CL1

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

Role

Customer Success Team Lead (Long Tail)

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