Senior Customer Success Manager — Drive Adoption, Renewal & Growth

Orquest - Retail Smart Planning; Madrid; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive Medical Insurance

Language classes

Cobee for flexible compensation

OpenUp for mental well-being

Flexible work model

Job summary

Orquest is seeking a Senior Customer Success Manager to drive software adoption, maximize value, and ensure long-term client satisfaction across a global client base. You will own your portfolio’s health, lead structured value sessions, present KPI progress, and coordinate with Sales, Product, Enablement, Implementation, and Support to resolve issues and upsell where appropriate.

Fluency in English, French and Spanish is highly valued in our multilingual team.

Qualifications

• Senior: 4+ years as a Customer Success Manager, Account Manager, or similar in B2B SaaS.
• Experience in retail operations or workforce planning is a plus.
• Proven track record of driving adoption, retention and account growth.
• Strong analytical skills with reports and data-driven decisions; Excel and Power BI required.
• Advanced English, French and Spanish.

Responsibilities

• Own client portfolio health, adoption, and value delivery.
• Lead structured value sessions and drive renewal/upsell conversations.
• Monitor usage, health, and progress; intervene before problems grow.
• Coordinate with Sales, Product, Enablement, Implementation, and Support to unblock issues.
• Keep CRM and customer records accurate and up to date.

Skills

Analytical skills

KPI reporting

Communication

Multilingual

Tools

Excel

Power BI

HubSpot

Vitally

Job description

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; escalate 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

🧩 What we are looking for

• Senior: 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

🌱 What we offer

✨ 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