Senior Customer Success Manager

Senior Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Madrid

Reporting To: Christian Wolf

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 Black Rock, 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.

As a 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, Black Rock/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.

• Build and maintain the success plan, Q  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 Hub Spot — your accounts feed the weekly pipeline review and CS leadership reporting.

• 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,…