Manager of Customer Success
<div class="content-intro"><p>At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder.</p>
<p>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.</p>
<p>From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day.</p></div><p><strong>About the role</strong></p>
<p>We are looking for an experienced Manager of Customer Success to lead our Long Tail team and drive measurable impact on Net Revenue Retention (NRR) across our Tier 3 segment.</p>
<p>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.</p>
<p>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.</p>
<h4><strong>Your missions </strong></h4>
<ul>
<li>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.</li>
<li>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.</li>
<li>Own and drive Net Revenue Retention (NRR) targets for the Tier 3 segment, continuously improving retention outcomes and reducing churn.</li>
<li>Monitor and leverage customer health signals, including product usage, engagement, support interactions, and NPS, to proactively manage account risk.</li>
<li>Conduct regular 1:1s, performance reviews, and coaching sessions to build a high-performing and engaged team.</li>
<li>Maintain a hands-on approach by supporting customer conversations and stepping in when additional team capacity is needed.</li>
<li>Design, document, and continuously optimize scalable Customer Success processes and workflows.</li>
<li>Partner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization of team efforts.</li>
<li>Establish clear operational standards, escalation paths, and service-level expectations for the Tier 3 segment.</li>
<li>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.</li>
</ul>
<p><strong>About you</strong></p>
<ul>
<li>5+ years of experience in a customer-facing role, including at least 2–3 years in a people management or team leadership position.</li>
<li>Proven success driving retention, reducing churn, and improving Net Revenue Retention in a B2B SaaS environment.</li>
<li>Experience designing, implementing, and optimizing Customer Success processes and workflows.</li>
<li>Strong analytical skills with the ability to interpret customer health data, cohort analyses, and churn metrics to inform decisions.</li>
<li>Excellent communication, coaching, and stakeholder management skills, with the ability to lead teams through change.</li>
<li>Full professional proficiency in both French and English, written and spoken.</li>
</ul>
<p><strong data-stringify-type="bold">Our Benefits</strong></p>
<ul>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Competitive salary + performance bonus tied to forecast accuracy and GTM outcomes</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Stock options - with a back-loaded vesting schedule</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Comprehensive health insurance</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">On-demand salary access - no need to wait until the end of the month</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">A documented career path - with clear KPIs at every level</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Any book, purchased for you, plus access to a shared team library</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">An international team of 35+ nationalities based in one of Europe's leading tech hubs<br><br><br></li>
</ul>
<p>#LI-CL1</p><div class="content-conclusion"><p>Apply now to join our team and be a part of our exciting journey at Amenitiz!</p></div>
Este anuncio proviene de ats_greenhouse. Ver anuncio original ↗