Customer Success Manager Senior at Orquest - Retail Smart Planning

Orquest - Retail Smart Planning; Madrid; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

A key role in a fast-growing国际 SaaS公司

A diverse, global team andCollaborativ

Real ownership and autonomy to drive

Comprehensive Medical Insurance.

OpenUp platform for mental well-being.

Cobee for flexible compensation

Language classes

Flexible work model

Job summary

Orquest - Retail Smart Planning in Madrid is seeking a Senior Customer Success Manager to drive software adoption and long-term client satisfaction. You will own a client portfolio, monitor health metrics, and coordinate with cross-functional teams to maximize value and renewals.

The role requires a track record in SaaS, strong data analysis skills, and fluency in English, French and Spanish. This on-site position offers growth opportunities in a fast-growing international company.

Qualifications

• 4+ years in a Customer Success/Account role in B2B SaaS.
• Proven track record in adoption, retention and account growth.
• Strong analytical skills with data-driven decision making.
• Proficient with Excel and Power BI for KPI reporting.
• Excellent communication and storytelling abilities.
• Experience in strategic business reviews and renewals/upsell.
• Advanced English, French and Spanish.

Responsibilities

• Own your client portfolio and be accountable for health, adoption, and value.
• Protect and increase revenue by providing insights and improvement recommendations.
• Run structured value sessions presenting KPI progress and actions.
• Monitor usage and health proactively; escalate before issues grow.
• Lead Strategic Business Reviews tied to customer objectives and renewals.
• Coordinate with Sales, Product, Enablement, Implementation, and Support.
• Keep CRM customer records accurate and up to date.
• Tailor the customer experience to meet business needs with Orquest.

Skills

Customer success management

B2B SaaS

Data analysis

Excel

Power BI

CRM tools (HubSpot, Vitally)

Renewals & upsell

Stakeholder communication

English, French, Spanish

Tools

HubSpot

Vitally

Power BI

Job description

Apply for Customer Success Manager Senior at Orquest - Retail Smart Planning in Madrid, MD, ES. This Full time on site position offers great opportunities for career growth. Orquest was born from a conviction: in retail, every interaction counts. A fundamental part of the in-store experience is people — both customers and employees — and our software is created precisely to synchronize both. We put AI and machine learning at the service of stores so they always have the right employee, in the right place, at the right time. Our team is growing and we're looking for a Customer Success Manager Senior (CSM) to help drive software adoption, maximize value, and ensure long-term satisfaction for our clients.

How you'll make a difference

• Own your client portfolio and be accountable for their health, adoption, and value delivery.
• Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations that help them improve & succeed.
• Run structured value sessions — presenting KPI progress, identifying improvement opportunities, and recommending concrete actions.
• Monitor usage, actions, progress and customer health proactively; escalation and act before problems grow.
• Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations.
• Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback.
• Keep CRM and customer records accurate and up to date.
• Be product and business savvy, ensuring to tailor the customer experience to meet their business needs with Orquest.

Requirements

• 4+ years as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments (experience in retail operations, store staffing, scheduling, or workforce planning is a huge plus).
• Proven track record of driving software adoption, customer retention, and account growth.
• Strong analytical skills - you're comfortable working with data, building reports, and translating numbers into decisions.
• * Knowledge of Excel and Power BI* are necessary.
• Excellent communication and storytelling skills, with experience presenting KPI progress and turning insights into clear, actionable recommendations.
• Experience running structured value reviews and managing a consistent health-score cadence across a client portfolio.
• Experience with CRM tools (HubSpot, Vitally) is a plus.
• Experience leading Strategic Business Reviews and handling renewals and upsell conversations is a plus.
• Advanced English, French and Spanish.

Benefits

• A key role in a fast-growing international SaaS company
• A diverse, global team and collaborative culture
• Real ownership and autonomy to drive impact
• Beyond the Salary: Comprehensive Medical Insurance.
• OpenUp platform for your mental well-being.
• Cobee for flexible compensation (meals, transport, etc.).
• Language classes to keep you growing.
• A flexible work model