Customer Success Team Lead (Long Tail)

• 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.

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.

• 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.