Orquestwas born from a conviction: in retail, every interaction counts. A fundamental part of the in-store experience is people — both customers and employees — and our software is created precisely to synchronize both. We putAIandmachine learningat the service of stores so they always have the right employee, in the right place, at the right time.Our team is growing and we're looking for aCustomer Success Manager Senior (CSM)to help drive software adoption, maximize value, and ensure long-term satisfaction for our clients.✨ How you'll make a differenceOwn your client portfolio and be accountable for their health, adoption, and value delivery.Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations that help them improve & succeed.Run structured value sessions — presenting KPI progress, identifying improvement opportunities, and recommending concrete actions.Monitor usage, actions, progress and customer health proactively; escalate and act beforeproblems grow.Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations.Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback.Keep CRM and customer records accurate and up to date.Be product and business savvy,



ensuring to tailor the customer experience to meet their business needs with Orquest.RequirementsWhat we are looking forSenior: 4+ yearsas a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments (experience in retail operations, store staffing, scheduling, or workforce planning is a huge plus).Proven track record of driving software adoption, customer retention, and account growth.Strong analytical skills — you're comfortable working with data, building reports, and translating numbers into decisions. Knowledge ofExcelandPower BIare necessary.Excellent communication and storytelling skills, with experience presenting KPI progress and turning insights into clear, actionable recommendations.Experience running structured value reviews and managing a consistent health-score cadence across a client portfolio.Experience with CRM tools (HubSpot, Vitally) is a plus.Experience leading Strategic Business Reviews and handling renewals and upsell conversations is a plus.Advanced English, French and Spanish.BenefitsWhat we offer✨ A key role in a fast-growing international SaaS companyA diverse, global team and collaborative cultureReal ownership and autonomy to drive impactBeyond the Salary:Comprehensive Medical Insurance.OpenUp platform for your mental well-being.Cobee for flexible compensation (meals, transport, etc.).Language classes to keep you growing.A versátil work model#J-18808-Ljbffr

📌 Senior Customer Success Manager — Drive Adoption, Renewal & Growth (Madrid)
🏢 Orquest - Retail Smart Planning
📍 Madrid