(Senior) Customer Success Manager

osapiens; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work Madrid & Munich

Senior leadership access

AI tooling budget

Descripción de la vacante

osapiens is hiring a Customer Success professional to own a portfolio of strategic customers in a high‑growth, AI‑native environment. You will orchestrate Sales, Product, Support, and Engineering to deliver seamless experiences and drive adoption and value realization across diverse enterprise customers.

You will lead quarterly business reviews, manage renewals, and uncover expansion opportunities, working closely with Account Executives to align customer goals with product roadmap and GTM

Formación

• 3‑5+ years in B2B‑SaaS Customer Success, Technical Account Management or management consulting.
• Thrives in high‑growth, ambiguous environments and contributes to internal CS initiatives.
• Experience with enterprise and mid‑market customers in fast‑growing orgs.
• Proven track record managing a portfolio of accounts with measurable outcomes.
• Technical fluency to explain complex SaaS implementations to varied audiences.
• Able to manage a broad product portfolio across user types and use‑cases.
• Strategic mindset for growth opportunities and expansion plans.
• Cross‑functional collaborator who represents the customer internally.
• Extreme ownership with proactive, proactive mindset.
• Competitive, outcome‑driven mindset with focus on retention and expansion.
• Fluent in English with professional proficiency in at least one of German, French, Spanish, Dutch, or Italian.

Responsabilidades

• Own a portfolio of strategic customers end‑to‑end—from health and adoption through renewal and expansion.
• Act as the customer’s single point of contact, coordinating Sales, Product, Support, and Engineering.
• Build trusted relationships with senior decision‑makers in matrixed organizations.
• Develop and execute strategic success plans in collaboration with Account Executive.
• Drive adoption, monitor usage, address underutilisation, demonstrate value.
• Conduct Quarterly Business Reviews to show ROI and identify next value levers.
• Monitor customer health and flag risk early; be proactive.
• Own renewals and de‑risk them well before the date.
• Identify, document and drive expansion opportunities with Account Executive.
• Multi‑thread across each account, know champions and economic buyers.
• Lead change‑management initiatives including Train‑the‑Trainer and CoE development.
• Become an expert across the osapiens HUB portfolio and roadmap.

Conocimientos

B2B‑SaaS Customer Success

Technical Account Management

Management consulting

English fluency

German/French/Spanish/Dutch/Italian (1

Descripción del empleo

Department: Customer Success
Location: Madrid

osapiens is building the operating system for sustainable enterprise, a single AI‑powered platform giving every company real‑time control over regulatory obligations, climate impact, supply‑chain risks, and physical assets. The ambition is not to be one more compliance tool, but the infrastructure every global enterprise runs on to operate responsibly in a world where sustainability is no longer optional.

In January 2026 we reached unicorn status with a $100M Series C from BlackRock/Temasek and Goldman Sachs. We serve 2,500+ enterprise customers, including Tesco, Coca-Cola, Lidl, and Carrefour, and have delivered 10+ consecutive quarters of 100%+ ARR growth at 130%+ net revenue retention. Our four platform capabilities—Regulatory Compliance, Climate Intelligence, Supply‑Chain Transparency, and Asset Management—along with a network model that traces supply chains from origin to point of sale, make the platform genuinely different. It is the resilience control tower for the modern enterprise.

What You’ll Do

• Own a portfolio of strategic customers end‑to‑end: from health and adoption through to renewal and expansion.
• Act as the customer’s single point of contact, orchestrating Sales, Product, Support, and Engineering into one seamless experience.
• Build trusted‑advisor relationships with senior decision‑makers in complex, matrixed organizations—understanding each customer’s business and objectives, not just their product usage.
• Develop and execute strategic success plans grounded in each customer’s goals in strong collaboration with the Account Executive.
• Proactively drive adoption, monitoring usage patterns, addressing underutilisation, and ensuring customers realise full value from their contracted commitments.
• Conduct Quarterly Business Reviews that demonstrate realised value and ROI, and surface the next value lever.
• Continuously monitor customer health and flag risk early. Be proactive, not reactive.
• Own renewals across your portfolio, preparing and de‑risking each one well in advance so there are no surprises at the renewal date.
• Identify, document, and drive expansion opportunities (upsell and cross‑sell) in partnership with your Account Executive.
• Multi‑thread across each account: know the champion, the economic buyer, and the day‑to‑day users.
• Lead change‑management initiatives that drive end‑user adoption, including Train‑the‑Trainer programmes and Centre of Excellence development.
• Become an expert across the osapiens HUB product suite, serving as a thought partner who socialises the product roadmap, portfolio, and solves real customer problems.
• Maintain a regular cadence of on‑site touchpoints with strategic customers.
• Share learnings and build repeatable plays that scale across other strategic accounts.

What We’re Looking For

• 3‑5+ years of experience in B2B‑SaaS Customer Success, Technical Account Management, or management consulting.
• Thrive in a high‑growth, fast‑evolving environment—comfortable with ambiguity and shifting priorities, and ready to roll up your sleeves on internal initiatives that build out and establish the CSM function itself.
• Experience with enterprise and mid‑market customers in high‑growth organisations.
• A proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes.
• Technical fluency—the ability to understand and articulate complex SaaS implementation patterns, integrations, and data concepts to audiences ranging from practitioners to executives.
• Able to master a broad, complex product portfolio spanning many different user types and use‑cases, and to pair that product depth with a strong, customer‑facing CSM toolkit.
• A strategic mindset for identifying growth opportunities and translating them into actionable expansion plans.
• A cross‑functional collaborator who represents the customer internally and rallies teams around solutions that meet customer needs.
• Extreme ownership and a “roll up your sleeves” way of working.
• Energised, not rattled, by high‑stakes moments—renewals, executive escalations, critical rollouts—you bring urgency and calm in equal measure.
• A competitive streak—you want your accounts to be the ones other CSMs study, and you measure yourself by outcomes: retained revenue, expanded accounts, customers who vouch for you.
• Fluency in English, plus professional proficiency in at least one of German, French, Spanish, Dutch, or Italian.

Job Benefits

Substance, not slogans
2,500+ customers on the platform. BlackRock, Goldman Sachs, and Arkira as investors. A product that won the European market without a heavy sales machine. None of this is hypothetical—it is what the role is built on.

Real ownership
You shape your book of accounts, your topic lane, and the success‑plan logic. Your account signal feeds product, pricing, and GTM—not as a token gesture, but as the actual mechanism.

AI‑native team
Real budget for AI tooling and a mandate to set the frontier on AI‑augmented enterprise CS. We don’t bolt AI on; AI is how the team operates.

Senior leadership access
A structured CS organisation with senior leadership support, an Academy team for customer enablement, and Professional Services that own onboarding cleanly.

The practical bits

• Competitive base salary plus a CS performance component tied to retention, expansion, and adoption KPIs.
• Hybrid working out of Munich or Madrid—strong in‑office presence (3 days per week) and regular time on‑site with customers across Europe.
• Career path into CS Team Lead, CS strategy, or strategic account roles in the broader commercial organisation.