Vice President, Account Management

Prosperity; A distancia; EUR 90.000 - 110.000; Jornada completa

Descripción de la vacante

A cutting-edge technology firm seeks a VP of Client Success in Madrid to lead post-sale customer journeys and enhance retention and expansion. This senior role requires 8+ years in client success or account management within SaaS businesses. Responsibilities include building relationships with enterprise clients, overseeing service quality, and driving product adoption. The role offers a competitive salary with performance bonuses and a remote working model, promoting autonomy and professional development.

Servicios

Competitive base salary

Performance-linked bonus

Professional development opportunities

Remote working model with regional office access

Formación

• 8+ years in senior Client Success, Account Management, or customer-facing leadership roles within SaaS or subscription-based businesses.
• Structured and process-oriented, balancing analytics with empathy.
• Strong ability to manage senior stakeholders and navigate sensitive situations.

Responsabilidades

• Own the full post-sale customer journey.
• Lead and develop a multi-disciplinary Client Success organisation.
• Drive strong product adoption through training and structured success planning.
• Build trusted relationships with enterprise customers and lead strategic business reviews.
• Oversee service quality and introduce continuous improvement initiatives.

Conocimientos

Data-driven decision making

Stakeholder management

Excellent communication

Leadership and coaching

Descripción del empleo

About the Company

My client is a well-established, international B2B technology business operating in a subscription-based model, supporting enterprise customers across multiple European markets. The company is in a period of continued scale and professionalisation, with a strong focus on customer outcomes, long-term partnerships, and sustainable revenue growth.

As part of this evolution, my client is seeking to appoint a VP of Client Success to take ownership of the full post-sale customer journey. This is a senior leadership role with material influence on retention, expansion, and customer lifetime value, reporting directly into executive leadership and working closely with Sales, Product, and Commercial teams. This position replaces a long-standing leader and represents a shift toward a more modern, data-driven Client Success function, moving beyond traditional support models to one centred on measurable ROI, adoption, and commercial impact for customers. Lead and develop a multi-disciplinary Client Success organisation spanning onboarding and implementation, technical support, and ongoing commercial relationship management.

Coach and empower senior managers, setting clear expectations, performance standards, and accountability frameworks.

Own client retention and expansion performance across all markets, including churn reduction, renewals, NPS, and upsell / cross-sell revenue.

Partner closely with Sales on account planning, handovers, and commercial growth opportunities within existing customers.

Maintain oversight of the expansion pipeline and personally engage in complex or high-value commercial discussions where required.

Lead structured recovery plans for at‑risk accounts, coordinating executive-level interventions when necessary.

Strategic Account & Stakeholder Management

Build trusted, senior relationships with enterprise customers, including executive stakeholders and owners.

Lead strategic business reviews with key customers, focusing on outcomes, performance, and future growth opportunities.

Ensure new customers experience a smooth, fast, and high-quality onboarding process with reduced time-to-value.

Drive strong product adoption through training, usage analysis, and structured success planning.

Oversee service quality across all client touchpoints, introducing continuous improvement initiatives to enhance the overall customer experience.

Serve as the internal voice of the customer, feeding insights into Product strategy, roadmap prioritisation, and commercial decision-making.

Represent the business at industry events, customer forums, and executive briefings.

Contribute to positioning the company as a credible, customer-centric technology partner within its sector.

8+ years in senior Client Success, Account Management, or customer-facing leadership roles within SaaS or subscription-based businesses.

~ Data-driven, structured, and process-oriented, with the ability to balance analytics with empathy.

Excellent communicator, capable of managing senior stakeholders and navigating sensitive situations.

Senior leadership role with direct influence on company strategy and customer outcomes. Competitive base salary with performance-linked bonus. Full-time, permanent position. Remote working model with access to regional offices and collaboration hubs. Strong culture of autonomy, trust, and professional development.