Customer Success Team Lead (B2B SaaS)

Location: Barcelona, Spain; on-site

Company

hirify.global operates a B2B SaaS environment serving customer accounts through a Customer Success organization.

What you will do

• Lead, coach, and develop a team of five Customer Success Specialists managing Tier 3 accounts.
• Transform retention from a reactive churn-request model into a proactive, data-driven Customer Success approach.
• Own Net Revenue Retention targets, reduce churn, and identify customer risks using product usage, engagement, support, and NPS signals.
• Design, document, and optimize scalable Customer Success processes, workflows, operational standards, escalation paths, and service-level expectations.
• Partner with Revenue Operations to improve reporting, automate workflows, and prioritize team efforts using customer data.
• Collaborate with Sales, Care, Marketing, Product, and Revenue Operations while supporting customer conversations when needed.

Requirements

• 5+ years of experience in customer-facing roles, including 2–3 years in people management or team leadership.
• 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 covering customer health data, cohort analyses, and churn metrics.
• Excellent communication, coaching, and stakeholder management skills.
• Full professional proficiency in French and English, written and spoken.

Culture & Benefits

• Competitive salary with a performance bonus tied to forecast accuracy and GTM outcomes.
• Stock options with a progressive vesting schedule.
• Comprehensive health insurance.
• 25 days of holiday from day one, increasing to 28 after the first year and 30 after two years.
• Lunch support, flexible benefits for meals, childcare, transportation, and training, plus on-demand salary access.
• International team representing more than 35 nationalities and based in a leading European tech hub.