Customer Success Team Lead (Long Tail)

Job description

**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 5 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 mission** - 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 Offer** - Competitive salary + performance bonus tied to forecast accuracy and GTM outcomes - Stock options with a progressive vesting schedule - Comprehensive health insurance - On-demand salary access - no need to wait until the end of the month - A structured career path with defined criteria 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