Manager of Customer Success - Long Tail

<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, esca