Senior Customer Success Manager
Department: Customer Success
Employment Type: Full Time
Location: Madrid

Description
Department: Customer Success
Employment type: Full-time
Location: Munich / Madrid
Workplace: Office / on-site with customers, (with up to 2 days home office per week)

The Senior Customer Success Manager owns osapiens’ most strategic customers. High-value and high-profile accounts that demand a senior, consultative relationship, close monitoring, and proactive engagement. After the sale, you become the customer’s trusted advisor, responsible for retention, adoption, and growth across your portfolio. You coordinate internal stakeholders around the customer’s success and ensure each account realizes the full value of its investment.

What You'll Do:
Own a portfolio of strategic accounts end-to-end — retention, adoption, and expansion.
Be the trusted advisor to senior and executive decision-makers — understand their business, not just their product usage.




Build strategic success plans with your Account Executive and run QBRs that prove ROI and surface the next value lever.
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:
4+ years in B2B-SaaS Customer Success, Technical Account Management, or management consulting — across enterprise and mid-market accounts.
A track record of driving outcomes across a portfolio of accounts — or of leading several genuinely complex projects in parallel as the driving force (e.g. in consulting) — with strong relationships and measurable results in retention, expansion, and adoption.

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