Our client is an established software company with significant experience delivering cloud-based SaaS solutions, on-premise software, and professional services across international markets. They are currently looking to recruit a Commercial Success Manager to be based in Madrid and to manage a commercial team of four based in the UK and the US. English is essential for this role. Spanish is a plus but not mandatory. This is a player-manager role for someone who can lead a small team while staying personally active in key deals and customer relationships. You will own the full customer lifecycle, new acquisition, implementation, retention, and expansion; working alongside the Marketing Product Managers who define product strategy and positioning. Where they set the product direction, you deliver the commercial results. This is a hands‑on role. You will be coaching your team one day and closing a deal the next. RESPONSIBILITIES Commercial Ownership * Own the full customer journey from qualified lead through to renewal and expansion * Define clear handoff processes between Business Development, Technical Consulting, and Customer Success * Maintain pipeline visibility and produce accurate revenue forecasts for leadership * Identify and pursue upsell and cross‑sell opportunities within the existing customer base * Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success * Set individual KPIs aligned to company targets and run regular performance reviews * Build a culture of accountability, collaboration, and continuous improvement * Support onboarding as the team grows alongside ITS’s SaaS expansion New Business * Coach the Business Development Executive on complex or high‑value deals,



engaging directly where needed * Personally lead senior prospect conversations for strategic accounts * Ensure CRM discipline and consistent sales methodology across the team Retention & Growth * Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio * Oversee the customer health framework and manage at‑risk account escalations * Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers * Partner with Marketing Operations on renewal communication and re‑engagement campaigns Working with the Product Managers * Collaborate with Marketing Product Managers on Idóneo Customer Profile (ICP), target verticals, and sales enablement materials * Share commercial intelligence from the field to inform product roadmap priorities * Align on messaging and positioning so the commercial team goes to market consistently PROFILE REQUIRED Experience * 2‑4 years in B2B SaaS commercial roles, with at least 2 years managing a team * Proven track record across both new business acquisition and customer retention, with measurable outcomes * Experience coordinating technical consulting or implementation functions alongside a sales team * Background in SaaS for education, legal, corporate, or document management sectors a strong advantage Skills & Knowledge * Strong CRM proficiency — webCRM or equivalent — with experience driving team‑wide adoption * Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring * Comfortable working with pipeline data to produce clear, reliable forecasts * Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers * Excellent level of English Please send your CV to [email protected] Please note that only shortlisted candidates will be contacted. #J-18808-Ljbffr

📌 Commercial Success Manager (Madrid)
🏢 Euro London
📍 Madrid