Customer Success Manager

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Department: Customer Success

Employment Type: Full Time

Location: Madrid

Description

The Customer Success Manager owns a portfolio of osapiens customer accounts, acting as their day‑to‑day point of contact and trusted partner after the sale. You are responsible for retention, adoption, and growth across your book of business, coordinating internal stakeholders to make sure each customer realizes value from their investment. You'll expand your SaaS and technical toolkit on the job, with a clear path to grow into larger and more strategic accounts over time.

What You’ll Do:

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- Own a portfolio of accounts end-to-end — retention, adoption, and expansion.

- Build relationships with day‑to‑day and decision‑making stakeholders — understand their business, not just their product usage.

- Build success plans with your Account Executive and run regular business reviews that show value delivered and next steps.

- Go technically deep enough to solve real problems in the platform, and de‑risk renewals long before they land.

- Multi‑thread each account and orchestrate Product, Support, and Engineering around the customer.

- Drive your customers’ active participation in our scalable content formats — onsite events, webinars, roundtables — and get them contributing, including presenting their own story.

- Turn wins into repeatable plays and feed customer signal back into product and GTM.

What We’re Looking For:

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- 2‑4 years in B2B‑SaaS Customer Success, Consulting, Account Management, or other client‑facing roles.





- A track record of managing client relationships with measurable results in retention and adoption.

- Comfort with technical concepts and a willingness to build technical fluency — you don’t need to code, but you should be curious about how the product works and ready to grow your grasp of cloud architecture and data concepts over time.

- An appetite for learning a broad, complex product portfolio across many different user types and use cases.

- A proactive mindset — you notice opportunities for customers to get more value and know when to flag them.

- Ownership and reliability — you follow through on commitments and thrive in a fast‑moving environment.

- A steady head under pressure — a tight deadline, a customer question you don’t have the answer to yet, a first‑time escalation.

- Fluency in English, plus professional proficiency in at least one of the following: German, French, Spanish, Dutch, or Italian.

Job Benefits:

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- 2,500+ customers on the platform.

- Real ownership: You shape your book of accounts, your topic lane, and the success‑plan logic. Your account signal feeds product, pricing, and GTM.

- AI‑native team: Real budget for AI tooling and a mandate to set the frontier on AI‑augmented enterprise CS.

- Senior leadership access: A structured CS organisation with senior leadership support, an Academy team for customer enablement, and Professional Services that own onboarding cleanly.

- Competitive base salary plus a CS performance component tied to retention, expansion, and adoption KPIs.

- Flexibility to work up to 2 days per week from home and base location at either office (Munich or Madrid) or on‑site with customers across Europe. xqbhyrx

- Career path into CS Team Lead, CS strategy, or strategic account roles in the broader commercial organisation.

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📌 Customer Success Manager (Madrid)
🏢 osapiens
📍 Madrid