LeadHybridMadrid
Team Lead Customer Success
О роли
Описание вакансии
About the company
- osapiens — AI-driven osapiens HUB platform
- Department: Customer Success
- Employment type: Full-time
- Location: Madrid
- Workplace: Office / on-site with customers, with up to 2 days home office per week
Responsibilities
- Lead, coach, and develop a team of 6-8 Customer Success Managers in Madrid
- Act as a player-coach: personally own a small portfolio (~25% of time) of strategic accounts
- Own team's retention and churn prevention as top priority — spot risk early, step into escalations and at-risk renewals
- Train the team continuously: call reviews, escalation debriefs, shadowing, and structured 1:1 development
- Drive team's core KPIs: gross/net retention, adoption, and expansion
- Design and shape CS processes: success-plan logic, health scoring, renewal cadences, product feedback, escalation playbooks
- Go deep on the osapiens HUB product suite
- Set the standard for senior, consultative, trusted-advisor relationships with customers' decision-makers
- Orchestrate Sales, Product, Support, and Engineering around team's customers
- Feed team-level customer signal back into Product, pricing, and GTM
Requirements
- Experience leading and developing Customer Success teams
- Strong background in retention, churn prevention, and expansion
- Ability to act as player-coach with own strategic accounts
- Experience with success-plan logic, health scoring, renewal cadences, and escalation playbooks
- Consultative, trusted-advisor relationship skills with decision-makers
Стек и навыки
С чем работаем