Commercial Success Manager

Euro London; Madrid; On-site; EUR 65,000 - 85,000; Full time

Job summary

Euro London is seeking a Commercial Success Manager in Madrid to lead a commercial team while engaging in key deals. You will manage the complete customer lifecycle from acquisition to retention, collaborating with marketing stakeholders to drive results.

The ideal candidate has B2B SaaS experience, team management skills, and excellent English proficiency. This hands-on role requires a proactive approach to fostering customer relationships and maximizing team performance.

Qualifications

• 2-4 years in B2B SaaS commercial roles, with at least 2 years managing a team.
• Proven track record in new business acquisition and customer retention.
• Strong CRM proficiency and understanding of SaaS metrics.

Responsibilities

• Own the full customer journey from lead to renewal and expansion.
• Manage and develop a team of four across various functions.
• Collaborate with Product Managers to align messaging.

Skills

B2B SaaS experience

Team management

Strong CRM proficiency

Understanding of SaaS metrics

Confident communicator

Job description

Our client is an established software company with significant experience delivering cloud-based SaaS solutions, on-premise software, and professional services across international markets.

They are currently looking to recruit a Commercial Success Manager to be based in Madrid and to manage a commercial team of four based in the UK and the US. English is essential for this role. Spanish is a plus but not mandatory.

This is a player-manager role for someone who can lead a small team while staying personally active in key deals and customer relationships. You will own the full customer lifecycle, new acquisition, implementation, retention, and expansion; working alongside the Marketing Product Managers who define product strategy and positioning. Where they set the product direction, you deliver the commercial results. This is a hands‑on role. You will be coaching your team one day and closing a deal the next.

RESPONSIBILITIES

Commercial Ownership

• Own the full customer journey from qualified lead through to renewal and expansion
• Define clear handoff processes between Business Development, Technical Consulting, and Customer Success
• Maintain pipeline visibility and produce accurate revenue forecasts for leadership
• Identify and pursue upsell and cross‑sell opportunities within the existing customer base
• Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success
• Set individual KPIs aligned to company targets and run regular performance reviews
• Build a culture of accountability, collaboration, and continuous improvement
• Support onboarding as the team grows alongside ITS’s SaaS expansion

New Business

• Coach the Business Development Executive on complex or high‑value deals, engaging directly where needed
• Personally lead senior prospect conversations for strategic accounts
• Ensure CRM discipline and consistent sales methodology across the team

Retention & Growth

• Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio
• Oversee the customer health framework and manage at‑risk account escalations
• Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers
• Partner with Marketing Operations on renewal communication and re‑engagement campaigns

Working with the Product Managers

• Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials
• Share commercial intelligence from the field to inform product roadmap priorities
• Align on messaging and positioning so the commercial team goes to market consistently

PROFILE REQUIRED

Experience

• 2‑4 years in B2B SaaS commercial roles, with at least 2 years managing a team
• Proven track record across both new business acquisition and customer retention, with measurable outcomes
• Experience coordinating technical consulting or implementation functions alongside a sales team
• Background in SaaS for education, legal, corporate, or document management sectors a strong advantage

Skills & Knowledge

• Strong CRM proficiency — webCRM or equivalent — with experience driving team‑wide adoption
• Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring
• Comfortable working with pipeline data to produce clear, reliable forecasts
• Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers
• Excellent level of English

Please send your CV to [e-mail]

Please note that only shortlisted candidates will be contacted.