Our client is an established software company with significant experience delivering cloud-based SaaS solutions, on-premise software, and professional services across international markets.
They are currently looking to recruit a
Commercial Success Manager
to be based in Madrid and to manage a commercial team of four based in the UK and the US.
English is essential for this role.
Spanish is a plus but not mandatory.
This is a player-manager role for someone who can lead a small team while staying personally active in key deals and customer relationships.
You will own the full customer lifecycle, new acquisition, implementation, retention, and expansion; working alongside the Marketing Product Managers who define product strategy and positioning.
Where they set the product direction, you deliver the commercial results.
This is a hands?on role.
You will be coaching your team one day and closing a deal the next.
RESPONSIBILITIES
Commercial Ownership
Own the full customer journey from qualified lead through to renewal and expansion
Define clear handoff processes between Business Development, Technical Consulting, and Customer Success
Maintain pipeline visibility and produce accurate revenue forecasts for leadership
Identify and pursue upsell and cross?sell opportunities within the existing customer base
Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success
Set individual KPIs aligned to company targets and run regular performance reviews
Build a culture of accountability, collaboration, and continuous improvement
Support onboarding as the team grows alongside ITS's SaaS expansion
New Business
Coach the Business Development Executive on complex or high?value deals, engaging directly where needed




Personally lead senior prospect conversations for strategic accounts
Ensure CRM discipline and consistent sales methodology across the team
Retention & Growth
Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio
Oversee the customer health framework and manage at?risk account escalations
Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers
Partner with Marketing Operations on renewal communication and re?engagement campaigns
Working with the Product Managers
Collaborate with Marketing Product Managers on Idóneo Customer Profile (ICP), target verticals, and sales enablement materials
Share commercial intelligence from the field to inform product roadmap priorities
Align on messaging and positioning so the commercial team goes to market consistently
PROFILE REQUIRED
Experience
2?4 years in B2B SaaS commercial roles, with at least 2 years managing a team
Proven track record across both new business acquisition and customer retention, with measurable outcomes
Experience coordinating technical consulting or implementation functions alongside a sales team
Background in SaaS for education, legal, corporate, or document management sectors a strong advantage
Skills & Knowledge
Strong CRM proficiency — webCRM or equivalent — with experience driving team?wide adoption
Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring
Comfortable working with pipeline data to produce clear, reliable forecasts
Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers
Excellent level of English
Please send your CV to ******
Please note that only shortlisted candidates will be contacted.
#J-*****-Ljbffr

📌 Commercial Success Manager (Madrid)
🏢 Euro London Appointments
📍 Madrid