Senior Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Madrid

Reporting To: Christian Wolf

Description

Munich or Madrid · Hybrid · Full-time 

osapiens is becoming the operating layer for how thousands of European companies survive the next decade of regulation — sustainability, supply-chain transparency, product compliance. The osapiens HUB serves 2,500+ customers, from Mittelstand to global enterprise, across four solution areas: Sustainability & Reporting (CSRD, EU Taxonomy, Corporate & Product Carbon Footprint, XDC, Reporting Cockpit), Supplier Intelligence (EUDR, CSDDD, LkSG, supplier risk & due diligence, CBAM), Product Compliance (PPWR, REACH, RoHS, GPSR, Battery, SCIP), and Traceability & Operations (Trace & Track for food and tobacco, Service & Maintenance). 

HQ in Mannheim, with the working hubs in Munich and Madrid. Backed by BlackRock, Goldman Sachs, and Armira. Most customers first meet osapiens through a specific point solution — the next chapter is about lifting those conversations to the executive level and turning point-solution buyers into platform customers. 


About the role 

As a Senior Strategic CSM you own the success of 10–15 named Tier 1 accounts — our most strategically important customers, characterised by multi-module deployments, complex stakeholder maps, and significant ARR. You are hired into one of four topic-expertise lanes — Supplier Intelligence, Product Compliance, Traceability+Verticals, or Sustainability & Reporting — and the accounts assigned to you reflect that domain. 

You are the trusted operator on the account: the customer’s primary advocate inside osapiens and our credible counterpart in their compliance, sustainability, or supply-chain leadership team. You get direct CxO exposure on the customer side and a real seat with osapiens senior leadership — your account signal feeds product, pricing, and GTM decisions. 

This is a senior IC role for someone who has run strategic enterprise accounts before and wants to do it inside a category that is forming right now. The CS operating model is being built, not maintained — you join in the unique window where scale-up substance (2,500 customers, BlackRock/Goldman/Armira backing, T1 enterprise references) and start-up agency (no finished playbook, AI as default operating layer, real ownership) exist in the same building.   

We expect a high level of commitment, accountability, and flexibility. In return you get unusual freedom to operate, real influence, and the chance to shape osapiens alongside senior leadership. We are AI-native — you are expected to use AI as a daily operating layer for account research, success-plan drafting, customer comms, and internal reporting. 

Key Responsibilities:

• Build and maintain the success plan, QBR rhythm, and renewal motion for each of your 10–15 named accounts. 
• Drive multi-module adoption — not just the entry SKU. Identify which HUB modules fit the customer’s regulatory and operational roadmap, and steer them toward platform breadth. 
• Lead expansion conversations to a BANT-qualified opportunity (3 of 4) along with the Account Executive  
• Maintain a quarterly Opp Map per account: Defend lines (renewal, retention risk) and Attack lines (cross-sell, upsell, white space). 
• Own the executive relationship map. Engage C-level and VP-level stakeholders on the customer side; bring osapiens leadership in as Exec Sponsor where it accelerates the account. 
• Be the customer’s voice into Product on roadmap conflicts and feature prioritisation; partner with Product Management to frame trade-offs the right way. 
• Contribute to the topic forum (community of practice) for your expertise lane — feed playbooks across the wider CS team. 
• Keep account health, risk, and forecast data current in Planhat and HubSpot — your accounts feed the weekly pipeline review and CS leadership reporting. 

What you bring:

• 5+ years in Customer Success, Strategic Account Management, or post-sales Consulting in enterprise B2B SaaS. 
• Demonstrable experience managing enterprise Tier 1 accounts.
• Practitioner-level depth in one of our four topic-expertise lanes: Supplier Intelligence (Supplier Due Diligence & Collaboration, Supply Chain Transformation), Product Compliance, Traceability (food supply chain, Medical Devices regulation), or Sustainability & Reporting.
• Demonstrated track record running multi-product, multi-stakeholder accounts where renewal and expansion were both your responsibility. 
• Credible at CxO level — you have sat across from CFOs, COOs, CSOs, VPs of Compliance and held your own. 
• AI-native operator: you use AI tooling daily and would be uncomfortable working without it. 
• Highest level of commitment, accountability, and flexibility — you sign up for outcomes, not for hours. 
• Commercial instinct: you are comfortable taking an expansion conversation to BANT and handing a real opportunity to Sales — without being a Sales rep yourself. 
• Excellent written and spoken English. 
• Confident with CRM and CS tooling (HubSpot, Planhat, or equivalent) and structured account-planning frameworks. 

Nice-to-have 

• German or Spanish at working level — accelerates relationships in our DACH and Iberia customer base. 
• Hands-on exposure to CSRD, EUDR, CBAM, EU Taxonomy, PPWR, or REACH on the customer or consulting side. 
• Background in strategic consulting, or regulatory consulting (Big 4, sustainability advisory) or post-sales engineering in a compliance / ESG SaaS. 
• Experience standing up or scaling a CS function — playbooks, segmentation, success-plan templates. 

Why this role, why now?

• Customer Success is being built right now: segment-aligned teams, clear tiering, scalable Tech Touch, AI-native workflows, and a real upsell motion that hands qualified opportunities to Sales. You join at the moment the structure is forming — not after. 
• Tier 1 is the strategic core of the customer base. The work you do here directly shapes net retention and platform expansion — both board-level metrics. 
• Direct CxO exposure on the customer side and a real seat at the senior leadership table inside osapiens — your account signal shapes pricing, product roadmap, and GTM. 
• Regulatory tailwind: CSRD, EUDR, CBAM, and PPWR are landing on customers’ desks right now. Demand is structural, not cyclical. 
• The window: scale-up substance and start-up agency in the same building, for roughly the next 18–24 months. After that the playbook is written. Right now you write it. 

What we can offer you:

Substance, not slogans
2,500+ customers on the platform. BlackRock, Goldman Sachs, and Armira 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 for Tier 1. Your account signal feeds product, pricing, and GTM — not as a token gesture, 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. You operate at the level of the customer’s exec team and ours. 
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.