Jobs and Careers
OS
Senior Customer Success Manager
osapiensSpainfull_timeVerifiedPosted 12 May 2026
About the role
Senior Customer Success Manager
Department: Customer Success
Employment Type: Full Time
Location: Madrid
Reporting To: Christian Wolf
Description
Munich or Madrid · Hybrid · Full-time
osapiens is becoming the operating layer for how thousands of European companies survive the next decade of regulation — sustainability, supply-chain transparency, product compliance. The osapiens HUB serves 2,500+ customers, from Mittelstand to global enterprise, across four solution areas: Sustainability & Reporting (CSRD, EU Taxonomy, Corporate & Product Carbon Footprint, XDC, Reporting Cockpit), Supplier Intelligence (EUDR, CSDDD, LkSG, supplier risk & due diligence, CBAM), Product Compliance (PPWR, REACH, RoHS, GPSR, Battery, SCIP), and Traceability & Operations (Trace & Track for food and tobacco, Service & Maintenance).
osapiens is becoming the operating layer for how thousands of European companies survive the next decade of regulation — sustainability, supply-chain transparency, product compliance. The osapiens HUB serves 2,500+ customers, from Mittelstand to global enterprise, across four solution areas: Sustainability & Reporting (CSRD, EU Taxonomy, Corporate & Product Carbon Footprint, XDC, Reporting Cockpit), Supplier Intelligence (EUDR, CSDDD, LkSG, supplier risk & due diligence, CBAM), Product Compliance (PPWR, REACH, RoHS, GPSR, Battery, SCIP), and Traceability & Operations (Trace & Track for food and tobacco, Service & Maintenance).
HQ in Mannheim, with the working hubs in Munich and Madrid. Backed by BlackRock, Goldman Sachs, and Armira. Most customers first meet osapiens through a specific point solution — the next chapter is about lifting those conversations to the executive level and turning point-solution buyers into platform customers.
About the role
As a Strategic CSM you own the success of 10–15 named Tier 1 accounts — our most strategically important customers, characterised by multi-module deployments, complex stakeholder maps, and significant ARR. You are hired into one of four topic-expertise lanes — Supplier Intelligence, Product Compliance, Traceability+Verticals, or Sustainability & Reporting — and the accounts assigned to you reflect that domain.
You are the trusted operator on the account: the customer’s primary advocate inside osapiens and our credible counterpart in their compliance, sustainability, or supply-chain leadership team. You get direct CxO exposure on the customer side and a real seat with osapiens senior leadership — your account signal feeds product, pricing, and GTM decisions.
This is a senior IC role for someone who has run strategic enterprise accounts before and wants to do it inside a category that is forming right now. The CS operating model is being built, not maintained — you join in the unique window where scale-up substance (2,500 customers, BlackRock/Goldman/Armira backing, T1 enterprise references) and start-up agency (no finished playbook, AI as default operating layer, real ownership) exist in the same building.
We expect a high level of commitment, accountability, and flexibility. In return you get unusual freedom to operate, real influence, and the chance to shape osapiens alongside senior leadership. We are AI-native — you are expected to use AI as a daily operating layer for account research, success-plan drafting, customer comms, and internal reporting.
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.
What you bring:
- 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.
- Cred
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s