Customer Success Team Lead (Long Tail)

About the role

Amenitiz is looking for an experienced Customer Success Team Lead to manage its Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across the Tier 3 segment. The role owns both strategy and execution for a team of 5 Customer Success Specialists, improving retention among customers who have submitted churn requests and building a proactive, data-driven approach to prevent churn.

Key responsibilities

• Lead, coach and develop a team of 5 specialists managing Tier 3 accounts, fostering accountability and customer-centricity.
• Drive the shift from a reactive retention model to a proactive Customer Success approach with data-driven churn prevention.
• Own and drive NRR targets for the Tier 3 segment and reduce churn.
• Monitor customer health signals such as product usage, engagement, support interactions and NPS.
• Run regular 1:1s, performance reviews and coaching sessions.
• Support customer conversations and step in when extra capacity is needed.
• Design, document and optimise scalable Customer Success processes and workflows.
• Partner with Revenue Operations to improve reporting, automate workflows and prioritise efforts.
• Set operational standards, escalation paths and service-level expectations for Tier 3.
• Collaborate with Sales, Care, Marketing, Product and Revenue Operations.

Required profile

• 5+ years in a customer-facing role, including 2-3 years in people management or team leadership.
• Proven success driving retention and reducing churn in a B2B SaaS environment.
• Experience designing and optimising Customer Success processes and workflows.
• Full professional proficiency in French and English, written and spoken.

Required skills

• Analytical skills: interpreting customer health data, cohort analyses and churn metrics.
• Communication, coaching and stakeholder management.
• Ability to lead teams through change.

What we offer

• Competitive salary plus performance bonus tied to forecast accuracy and GTM outcomes.
• Stock options with a progressive vesting schedule.
• Health insurance.
• Holidays: 25 days from day one, rising to 28 after the first year and 30 after two.
• Lunch allowance of €10 a day through the virtual canteen when working from the office.
• Flexible benefits for meals, childcare, transport and training.
• On-demand salary access.
• Book purchased for you and access to a shared team library.