Head of Customer Success

Department: Customer Success

Employment Type: Permanent - Full Time

Location: München

Description

Munich or Madrid · Hybrid · Full-time 

osapiens is building the operating layer for how thousands of European companies will survive the next decade of regulation — sustainability, supply-chain transparency, product compliance, operational efficiency. 2,500 customers across 50+ countries. Backed by BlackRock, Goldman Sachs, and Armira. Unicorn since January 2026. 

Customer Success is entering its next stage. Today we run roughly 12 CSMs plus working students, an Academy team that owns webinars and e-learnings, and a Professional Services team that runs onboarding — but coverage is fragmented and the org wasn’t designed for the scale we now operate at. The next 18–24 months decide whether we ship a CS engine that compounds with the customer base or stay reactive. 

We’re hiring a Head of Customer Success to build it.

Why this role, right now 

• Real ownership from day one. You design the operating model — segmentation, tiering, team structure, ownership boundaries with Sales, Professional Services, Product, and Operations. 
• Scale-up muscle, start-up agency. 2,500 customers, no playbook to inherit. A category-forming window of roughly 18–24 months before the European compliance wave fully commoditises. 
• AI-native by default. AI is to become the operating layer of the team, not a tool bolted on top — with a real mandate and budget to push the frontier. 
• CxO exposure both sides. C-level on strategic accounts (CPO, COO, CFO), and a real seat with osapiens senior leadership shaping pricing, GTM, and product priorities. 

Key Responsibilities

Build 2–3 segment-focused CS teams. Clean tiering between human-led strategic accounts and pooled / Tech-Touch coverage. Munich and Madrid as primary hubs; Mannheim as HQ. Senior stakeholders sit in Munich. 

Own the commercial outcome. Upsell sits inside CS; cross-sell opportunities are qualified by CS and handed to Sales. Retention, expansion, and NRR are your numbers. 

Reduce dependency on Professional Services after onboarding. Build playbooks, lifecycle automation, health scoring, and self-service so coverage scales without linear headcount. 

Bring product and commercial closer. The CS team should be measurably closer to product than today. Able to clearly articulate the product vision & capabilities with a commercial instinct — not a support reflex. 

Lead a senior team. Empower, set clear expectations and go through this exiting journey with currently: 12 CSMs and 6 working students/interns. Define KPIs around customer value, retention, and expansion — not activity. 

What you bring:

• 8–12+ years in Customer Success or SaaS leadership; multiple years leading teams of 10+ individuals. 
• You’ve built Customer Success operating models from a fragmented or under-structured starting point — not inherited a finished playbook. 
• Your strongest reference is “I changed how we did this — here’s the measurable result”, not “I executed the existing process beautifully.” 
• AI tooling is already in your daily workflow — account research, success-plan drafting, customer comms, internal reporting — and you want a real mandate to push it further. 
• Commercially literate: renewal forecasting, retention math, upsell motions, NRR — you talk numbers, not narratives. 
• You sign up for outcomes, not for hours. High commitment, high accountability, high flexibility.
• Comfortable operating across Munich, Madrid, and Mannheim. 

Why this role might not be for you:

• You need a finished playbook and a perfectly defined role before you start. 
• You optimise for hours over outcomes. 
• AI tools still feel “interesting” rather than already part of how you work. 
• Your career has been politics-first rather than results-first. 

What this role gives you:

• Real ownership at a category-forming moment in European SaaS. 
• A team of high-caliber people with low politics and a shared mission. 
• AI-native operating model with budget and mandate to push the frontier. 
• Direct exposure to senior leadership and to customer C-suites — from day one. 
• Munich and Madrid as primary working hubs; hybrid setup. 
• Backed by BlackRock, Goldman Sachs, and Armira — one of the few real T1 European SaaS stories. 

About osapiens 

We started in 2018. Today we’re 550+ people across Europe and the US, with 2,500 customers in 50+ countries — consumer goods, automotive, fashion, pharma, medical. We’re the operating layer European companies use to handle the regulatory wave hitting them: sustainability, supply-chain transparency, product compliance, operational efficiency. Hubs in Munich and Madrid, HQ in Mannheim. Unicorn since January 2026.