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
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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.
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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.
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Own and drive Net Revenue Retention (NRR) targets for the Tier 3 segment, continuously improving retention outcomes and reducing churn.
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Monitor and leverage customer health signals, including product usage, engagement, support interactions, and NPS, to proactively manage account risk.
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Conduct regular 1:1s, performance reviews, and coaching sessions to build a high-performing and engaged team.
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Maintain a hands-on approach by supporting customer conversations and stepping in when additional team capacity is needed.
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Design, document, and continuously optimize scalable Customer Success processes and workflows.
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Partner with Revenue Operations to improve reporting, automate workflows, and ensure data-driven prioritization of team efforts.
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Establish clear operational standards, escalation paths, and service-level expectations for the Tier 3 segment.
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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
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5+ years of experience in a customer-facing role, including at least 2–3 years in a people management or team leadership position.
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Proven success driving retention, reducing churn, and improving Net Revenue Retention in a B2B SaaS environment.
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Experience designing, implementing, and optimizing Customer Success processes and workflows.
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Strong analytical skills with the ability to interpret customer health data, cohort analyses, and churn metrics to inform decisions.
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Excellent communication, coaching, and stakeholder management skills, with the ability to lead teams through change.
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Full professional proficiency in both French and English, written and spoken.
Our Offer
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Competitive salary + performance bonus tied to forecast accuracy and GTM outcomes
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Stock options with a progressive vesting schedule
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Comprehensive health insurance
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On-demand salary access - no need to wait until the end of the month
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A structured career path with defined criteria at every level
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Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options
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Any book, purchased for you, plus access to a shared team library
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An international team of 35+ nationalities based in one of Europe’s leading tech hubs