ManagerofCustomerSuccess

At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder. 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. From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day. About the role 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. 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. 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 missions 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 acc