---
title: 'Customer Success Team Lead (Long Tail) at Amenitiz'
canonical: 'https://feeny.ai/job/customer-success-team-lead-long-tail-amenitiz-barcelona-dpd1yk8h5zr8'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Success Team Lead (Long Tail) at Amenitiz

- **Company:** Amenitiz
- **Location:** Barcelona, Spain
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-07
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/amenitiz/de91827a-63bf-4105-8759-0ae46279ebd9

## 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

## About Amenitiz

## Company Overview
- **One-liner**: Amenitiz provides an all-in-one cloud-based operating system for independent hoteliers, combining property management, booking engine, channel manager, website builder, payments, and marketing tools in a single platform.
- **Entity Type**: Private (Series B)
- **Headquarters**: Barcelona, Spain
- **Founded**: 2017
- **Founders**: Alexandre Guinefolleau (CEO), Frederic Cadet, Emmanuelle Guinefolleau

## Core Business
- **Primary industry**: Hospitality technology / hotel management software
- **Target customers**: Independent hotels, bed & breakfasts, and small properties across Europe (B2B, SMB)
- **Mission**: Empowering independent hoteliers by eliminating complexity and giving them the tools to succeed on their own terms – helping them drive direct bookings, delight guests, and run their properties effortlessly.

## Products & Services
- **[Property Management System (PMS)](https://amenitiz.com/en)**: Cloud-based PMS for managing bookings, check-ins/outs, housekeeping, invoicing, and daily operations from a single dashboard.
- **[Booking Engine](https://amenitiz.com/en)**: Direct booking widget integrated with the PMS, designed to drive commission-free reservations.
- **[Channel Manager](https://amenitiz.com/en)**: Real-time synchronization of availability and rates across 150+ OTAs (Booking.com, Expedia, Airbnb, etc.) and the hotel’s own website.
- **[PriceAdvisor](https://amenitiz.com/en)**: Dynamic pricing tool that uses demand data, local events, and competitor rates to optimize room pricing.
- **[AmenitizPay](https://amenitiz.com/en)**: Payment automation for deposits, balances, and payment links to reduce failed cards and improve cash flow.
- **[Hotel Websites](https://amenitiz.com/en)**: Website builder optimized for mobile and fully integrated with the booking engine, designed by hospitality experts with advanced SEO.
- **[AmenitizBoost](https://amenitiz.com/en)**: Performance-based marketing campaigns that drive direct bookings, with payment only when revenue is generated.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total funding of $82.5M (according to Tracxn); processed €1.5B in reservations and welcomed 8.3M guests in 2024 across 15,000+ hotel customers.
- **Notable Investors**: Eight Roads Ventures, Point Nine, Chalfen Ventures, Backed, Otium Capital, Wallapop, Red Points
- **Growth Signals**:
  - 230+ employees (as of 2025/2026)
  - Recognized as a “TravelTech Titan” and featured in Wired’s “hottest start-ups”
  - Live in 30 days guarantee; free data migration
  - 4.6/5 customer satisfaction rating from 15,000+ customers
  - 82% of support issues resolved in <5 minutes

## Competitive Advantages
- **All-in-one native platform**: No need to juggle multiple tools – PMS, booking engine, channel manager, payments, website, and marketing are deeply integrated.
- **0% commission on direct bookings**: Hoteliers keep all revenue from reservations made through the Amenitiz booking engine.
- **Best-in-class customer support**: Native-language support in French, Spanish, Italian, Portuguese, and English, 7 days a week, with an industry-leading support score of 80+.
- **NF525 certification**: Official French tax compliance certification already obtained, reducing regulatory burden for French properties.
- **Fast onboarding**: Most hotels go live in under 30 days with a dedicated hospitality expert handling data migration and configuration.

## Strategic Focus
- Deepening presence in core European markets (France, Italy, Spain, Portugal) while expanding into other countries with English-language support.
- Continuing to build an integrated operating system that helps independent hotels compete with large chains through automation, direct booking growth, and data-driven pricing.
- Scaling the platform’s payment and marketing capabilities to increase revenue per customer.

## Why Work Here
- **Culture**: Positivity, ownership, collaboration, and a customer-first mindset are core values. The team is described as passionate, friendly, and committed to making an impact.
- **Work model**: Hybrid workspace (mix of remote and on-site work based in Barcelona).
- **Growth**: Fast-growing scale-up with over $80M in funding and a mission to revolutionize one of the world’s oldest industries.
- **Team**: 230+ employees from diverse backgrounds; support teams in multiple languages.
- **Impact**: Every employee contributes directly to helping thousands of independent hoteliers thrive.
- **Perks**: Not explicitly detailed, but the careers page emphasizes a positive environment, professional growth, and the chance to work with top-tier VC-backed company.

## Sources
1. [Amenitiz Website](https://amenitiz.com/en)
2. [Amenitiz Mission Page](https://amenitiz.com/en/our-mission)
3. [Amenitiz Careers Page](https://amenitiz.com/en/careers)
4. [Built In – Amenitiz Company Profile](https://builtin.com/company/amenitiz)
5. [Tracxn – Amenitiz Company Profile](https://tracxn.com/d/companies/amenitiz/__fFpCOl25aFWqXLLIqwS7GubLup0jQ_O3RQx_Lu6O-Ek)

## Other roles at Amenitiz

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- [Sales Manager - French Market](https://feeny.ai/job/sales-manager-french-market-amenitiz-lyon-he47mrazgrpx) — Lyon, France
- [RevOps Specialist](https://feeny.ai/job/revops-specialist-amenitiz-barcelona-0cfk9sn52p2g) — Barcelona, Spain
- [Business Development Representative - Spanish Market](https://feeny.ai/job/business-development-representative-spanish-market-amenitiz-madrid-vkysw3wpvmh0) — Madrid, Spain
- [Account Executive - Spanish Market](https://feeny.ai/job/account-executive-spanish-market-amenitiz-barcelona-esx2ddw50a3f) — Barcelona, Spain
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