ph3Key Responsibilities /h3 ul liBuild and maintain the success plan, QBR rhythm, and renewal motion for each of your 10–15 named accounts. /li liDrive 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. /li liLead expansion conversations to a BANT-qualified opportunity (3 of 4) along with the Account Executive. /li liMaintain a quarterly Opp Map per account: Defend lines (renewal, retention risk) and Attack lines (cross-sell, upsell, white space). /li liOwn 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. /li liBe the customer’s voice into Product on roadmap conflicts and feature prioritisation; partner with Product Management to frame trade-offs the right way. /li liContribute to the topic forum (community of practice) for your expertise lane — feed playbooks across the wider CS team. /li liKeep account health, risk, and forecast data current in Planhat and HubSpot—your accounts feed the weekly pipeline review and CS leadership reporting. /li /ul h3Requirements /h3 ul li5+ years in Customer Success, Strategic Account Management, or post‑sales Consulting in enterprise B2B SaaS. /li liDemonstrable experience managing enterprise Tier 1 accounts. /li liPractitioner‑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. /li liDemonstrated track record running multi‑product,



multi‑stakeholder accounts where renewal and expansion were both your responsibility. /li liCredible at CxO level — you have sat across from CFOs, COOs, CSOs, VPs of Compliance and held your own. /li liAI‑native operator: you use AI tooling daily and would be uncomfortable working without it. /li liHighest level of commitment, accountability, and flexibility — you sign up for outcomes, not for hours. /li liCommercial instinct: you are comfortable taking an expansion conversation to BANT and handing a real opportunity to Sales — without being a Sales rep yourself. /li liExcellent written and spoken English. /li liConfident with CRM and CS tooling (HubSpot, Planhat, or equivalent) and structured account‑planning frameworks. /li liNice‑to‑have: German or Spanish at working level — accelerates relationships in our DACH and Iberia customer base. /li liHands‑on exposure to CSRD, EUDR, CBAM, EU Taxonomy, PPWR, or REACH on the customer or consulting side. /li liBackground in strategic consulting, or regulatory consulting (Big 4, sustainability advisory) or post‑sales engineering in a compliance / ESG SaaS. /li liExperience standing up or scaling a CS function — playbooks, segmentation, success‑plan templates. /li /ul h3Hard Skills /h3 ul liCustomer Success /li liStrategic Account Management /li liEnterprise B2B SaaS /li liSupplier Intelligence /li liProduct Compliance /li liTraceability /li liSustainability Reporting /li liAccount Planning /li liMulti‑product Management /li liAI Tooling /li /ul h3Soft Skills /h3 ul liAccountability /li liFlexibility /li liCommercial Instinct /li liWritten Communication /li liVerbal Communication /li liStakeholder Engagement /li liC‑level Interaction /li liCollaboration /li liProblem Solving /li liLeadership /li /ul /p #J-18808-Ljbffr

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