Madrid Team Lead, Customer Success — Player-Coach

osapiens Holding GmbH; Madrid; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

osapiens is seeking a Team Lead, Customer Success in Madrid to lead a 6–8 member CS team and personally manage a small portfolio of strategic accounts (~25% of time). You will drive retention and expansion, escalate effectively, train the team, and shape renewal processes while collaborating with Sales, Product, Support, and Engineering.

You will build a high-performing, consultative CS function, balancing hands-on work with leadership, and work from our Madrid office with up to 2 days home

Formación

• 5+ years in B2B‑SaaS Customer Success, Technical Account Management, or management consulting with people management experience.
• Proven ability to lead, coach, and develop a CS team.
• Strong track record in preventing churn and turning around at‑risk accounts.

Responsabilidades

• Lead, coach, and develop a team of 6-8 Customer Success Managers in Madrid.
• Personally manage a small portfolio (~25% of time) of strategic accounts.
• Own retention and churn prevention as a top priority and handle escalations.
• Train the team with structured development, reviews, and playbooks.
• Drive core KPIs: retention, expansion, adoption across the portfolio.
• Design processes for CS, including health scoring and renewal cadences.
• Develop deep product knowledge to advise customers and team.

Conocimientos

Team leadership

Coaching

B2B SaaS

Account management

Churn prevention

Stakeholder management

English fluency

Spanish a plus

Educación

Bachelor's degree in a relevant field

Descripción del empleo

osapiens is seeking a Team Lead, Customer Success in Madrid to lead a 6–8 member CS team and personally manage a small portfolio of strategic accounts (~25% of time). You will drive retention and expansion, escalate effectively, train the team, and shape renewal processes while collaborating with Sales, Product, Support, and Engineering.

You will build a high-performing, consultative CS function, balancing hands-on work with leadership, and work from our Madrid office with up to 2 days home