Team Lead – Retention

Salonkee

As a Team Lead for Customer Success at Salonkee, oversee retention operations supporting salon partners. Manage team efforts while maintaining direct contact with clients for exceptional service delivery.

Posted 7/14/2026full-timeLuxembourg • 🇱🇺 LuxembourgSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention and B2B customer success, with a strong focus on managing high-risk accounts and operational KPIs. Fluent in French, German, and English, capable of leading a team while maintaining direct client engagement.

Highest-signal resume keywords

Customer RetentionB2B Customer SuccessTeam ManagementFluency in French, German, and EnglishOperational KPI Tracking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionB2B Customer SuccessKPI TrackingHigh-Risk Account ManagementComplex Client Case Handling

Soft Skills

ResponsivenessCustomer-Centric MindsetRigourLeading by Example

Industry Keywords

High-Volume Call EnvironmentTicketing EnvironmentRetention MetricsChurnReactivationSatisfaction

About the role

Key responsibilities & impact

Act as the operational right-hand to the Head of Customer Success.
Personally handle high-risk accounts and complex client cases (calls, emails, SMS).
Manage, train, and support a retention team daily (scaling to ~10 agents).
Structure and distribute the workload across 7 markets by country/language.
Monitor daily retention metrics (churn, reactivation, satisfaction) and adjust actions.
Ensure QA, tone of voice, and offer consistency across all countries.
Identify recurring customer pain points (product, pricing) and escalate feedback.
Serve as the team's daily go-to person for questions and escalations.

Requirements

What you’ll need

Significant experience in customer retention / B2B customer success / customer care, ideally in a high-volume call or ticketing environment.
Fluent in French, German, and English (both written and spoken).
Comfortable tracking operational KPIs (churn, reactivation).
Prior experience in team management or as a team lead is a plus.
This is a highly hands-on role. You will be on the ground, working alongside your team and staying in direct contact with clients, rather than defining the department's high-level strategy.
Rigour, responsiveness, a customer-centric mindset, and leading by example.

Benefits

Comp & perks

A competitive remuneration package.
A dynamic, international, and supportive work environment with a strong team culture.
Flat hierarchies that promote open communication and encourage putting your ideas forward.
The opportunity to be part of a success story and make a tangible impact on the future of the beauty and wellness industry.
Regular company events to foster team bonding and create opportunities for networking and collaboration.