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 Tooling

Soft Skills

Accountability
Flexibility
Commercial Instinct
Written Communication
Verbal Communication
Stakeholder Engagement
C‑level Interaction
Collaboration
Problem Solving
Leadership

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