Customer Success Team Lead (B2B SaaS)

Location: Barcelona, Spain; on-site

Company

hirify.global operates a B2B SaaS business with an international team based in a leading European technology hub.

What you will do

• Lead, coach, and develop a team of five Customer Success Specialists managing Tier 3 accounts.
• Transform reactive, churn-request-led retention into proactive Customer Success through data-driven risk identification and prevention.
• Own Net Revenue Retention targets and improve retention outcomes across the Tier 3 segment.
• Monitor product usage, engagement, support interactions, NPS, and other customer health signals.
• Design and optimize scalable Customer Success processes, workflows, operational standards, escalation paths, and service-level expectations.
• Partner with Revenue Operations, Sales, Care, Marketing, and Product on reporting, workflow automation, customer feedback, and growth opportunities.

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 for interpreting customer health data, cohort analyses, and churn metrics.
• Excellent communication, coaching, stakeholder management, and change leadership 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 and on-demand salary access.
• Structured career progression with defined criteria at every level.
• Flexible benefits for meals, childcare, transportation, and training.
• Book allowance and access to a shared team library.