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.Requirements- 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.Hard Skills- Customer Success- Strategic Account Management- Enterprise B2B SaaS- Supplier Intelligence- Product Compliance- Traceability- Sustainability & Reporting- Account Planning- Multi‑product Management- AI ToolingSoft Skills- Accountability- Flexibility- Commercial Instinct- Written Communication- Verbal Communication- Stakeholder Engagement- C‑level Interaction- Collaboration- Problem Solving- Leadership#J-18808-Ljbffr

📌 Senior Customer Success Manager (Madrid)
🏢 Jobtailor
📍 Madrid