Descripción de la oferta
Experteer Overview
In this role, you lead the Long Tail Customer Success team to drive Net Revenue Retention for Tier 3 accounts from a reactive churn-focused model to a proactive, data-driven motion. You will own strategy and execution for a five-person team, collaborating with Sales, Care, Marketing, Product, and Revenue Operations to reduce churn and expand retention impact. Based in Barcelona, you’ll shape scalable CS processes and KPIs, delivering measurable improvements in customer health and revenue. This is a high-visibility, impact-driven opportunity to transform how Amenitiz retains customers at scale.
Compensaciones / Beneficios
• Lead and coach a team of 5 Customer Success Specialists for Tier 3 accounts
• Implement data-driven churn prevention strategies and identify risks early
• Own Net Revenue Retention targets for Tier 3 and continuously improve outcomes
• Monitor customer health signals (usage, engagement, support, NPS) to proactively manage risk
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Provide hands-on support for customer conversations when needed
• Design, document, and optimize scalable CS processes and workflows
• Collaborate with Revenue Operations to improve reporting, automate workflows, and prioritize effort
• Set operational standards, escalation paths, and SLAs for Tier 3
• Work with Sales, Care, Marketing, Product, and Revenue Ops to ensure a seamless customer experience and drive improvements through feedback
Responsabilidades
• 5+ years in a customer-facing role
• 2–3+ years in people management or team leadership
• Proven success in retention and improving NRR in a B2B SaaS environment
• Experience designing and optimizing CS processes/workflows
• Strong analytical skills for health data, cohort analyses, and churn metrics
• Excellent communication, coaching, and stakeholder management
• Full professional proficiency in French and English (spoken and written)
Requisitos principales
• Competitive salary + performance bonus tied to forecast accuracy and GTM outcomes
• Stock options with back-loaded vesting
• Comprehensive health insurance
• On-demand salary access
• Documented career path with clear KPIs
• Flexible benefits including meals, childcare, transportation, and training
