Department:
Customer Success
Location:
Madrid
The Team Lead Customer Success (Madrid) leads our largest CS hub and is a true player-coach. You develop a team of Customer Success Managers while carrying a small book of your own strategic accounts (~25% of your time), so you lead from the front — not from the sidelines. You are the person your team turns to when an account is at risk: you go into the escalations yourself, you train the team on how to prevent the next one, and you build the processes that make good customer outcomes repeatable. You report to the Head of Customer Success.
Lead, coach, and develop a team of 6-8 Customer Success Managers in Madrid, build on the team's strengths, deepen its seniority, and grow each individual.
Act as a player-coach: personally own a small portfolio (~25% of your time) of strategic accounts so you stay close to the work and lead by example.
Own your team’s retention and churn prevention as your top priority — spot risk early, and personally step into escalations and at-risk renewals alongside your CSMs.
Train the team continuously: call reviews, escalation debriefs, shadowing, and structured 1:1 development that turns individual wins into repeatable plays.
Drive your team’s core KPIs: gross/net retention, adoption, and expansion across the portfolio.
Design and shape the processes that make CS work: success-plan logic, health scoring, renewal cadences, product feedback, escalation playbooks.
Set the standard for senior, consultative, trusted-advisor relationships with customers’ decision-makers.
Orchestrate Sales, Product, Support, and Engineering around your team’s customers.
Feed team-level customer signal back into Product, pricing, and GTM.
Go deep on the osapiens HUB product suite - enough to be a credible thought partner for your team and customers, and to separate real product gaps from noise.
Employment type:
Full-time
Workplace:
Office / on-site with customers, (with up to 2 days home office per week)