Team Leader Aftersales - Retention & Key Account Management

Take command of retention and strategic account protection for the European leader in beauty & wellness.

At Treatwell, we help millions of customers 'express their beauty' and over 95,000 partner salons across Europe grow their business. As the largest beauty & wellness booking marketplace in the continent, present in 14 countries, we also equip salons with management software that digitizes their daily operations. The retention and protection of our most strategic accounts are at the heart of our ability to defend our market share, and we are looking for you to lead this.

Your mission

At the head of 3 Retention Experts and 2 Key Account Managers, you will make France the group's benchmark: a scalable and predictable retention machine, and Key Account Management that becomes the engine for the expansion of our premium accounts.

01 — Drive the retention machine

Protect the portfolio and our market share.

• Good portfolio & good risk level: map the French portfolio according to the actual risk of churn and arbitrate effort between volume accounts and premium accounts.
• Living playbook: retention arguments, objection handling, upsell and cross-sell, clear escalation criteria.
• Weak signals: act on at-risk accounts before termination, not at the end of the month.

02 — Structure and grow Key Account Management

Make our most strategic accounts a lever for sustainable growth.

• Good scope & good objectives: high value-added salons (not necessarily chains) and strategic partners, with clear growth objectives.
• Data-driven QBRs: quarterly reviews that result in concrete action plans: upsell (website, Tap to Pay…), openings, renewals, Treatwell Business Days.
• Good negotiation levers: commissions, fees, and counterparts by revenue tiers, exceptions arbitrated with Pricing / Revenue, and leadership on escalated negotiations without dispossessing the KAM.

03 — Drive with data

Create results through a rigorous rhythm and reliable figures.

• Profit center: obsession with retention rate, churn, NRR, ARPU, and TTV.
• "No-surprise" forecast: churn and upsell predictions, managed by leading indicators.
• Tech stack: a frictionless CRM (Salesforce) and quality data on churn and its reasons.

04 — Manage a high-performance team

Uncompromising standards and a growing team.

• Leadership by example: lead from the arena, with a "No-Excuse" & "No-Asshole" culture.
• Sales & Retention Academy: 1-to-1s, call reviews, and onboarding that brings every recruit to full productivity.
• "High bar" & "One Team": recruit at a high level, develop high potentials, and work hand-in-hand with Sales, Product, and Marketing.

Requirements

• Proven experience in team management, ideally in a B2B, SaaS, or customer-oriented environment.
• Solid experience in retention, Customer Success, or Key Account Management; dual experience is a real plus.
• A field leader who drives with data, with a track record of structuring (processes, playbooks, onboarding).
• Fluent French and good command of English.

Benefits

• Real impact: a true mandate over Treatwell France's most strategic accounts.
• Package: fixed €40-45K + indicative variable €20K.
• Work environment: Paris, hybrid, 28 days of leave, meal vouchers, Gymlib, €40/month on the Treatwell app.

Equal Opportunity Employer

Treatwell is an "Open to all" employer and warmly welcomes everyone to our team. We are committed to providing reasonable accommodations in the hiring process as needed. Please indicate any accommodation requests when applying.

Want to lead the way?

If leading and growing a high-level team excites you, let's talk.

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