About the company
osapiens develops holistic Software-as-a-Service solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the osapiens HUB, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance. Founded in 2018 and headquartered in Mannheim, Germany, osapiens works with around 2,500 companies in over 50 countries across industries such as consumer goods, automotive, fashion, pharmaceuticals, and medical products. The company is backed by Goldman Sachs and Decarbonization Partners, reinforcing its commitment to responsible, sustainable growth and has reached unicorn status in January 2026.
Responsibilities
- 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.
- 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.
- 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.
Requirements
- Proven experience leading and developing Customer Success teams.
- Strong background in retention, churn prevention, and customer advocacy.
- Ability to manage strategic accounts and lead by example.
- Excellent coaching and mentoring skills.
- Deep understanding of CS processes and KPIs.
- Strong communication and stakeholder management skills.
- Experience with SaaS products and customer success platforms.
Conditions
- Full-time employment.
- Office / on-site with customers, with up to 2 days home office per week.
- Reporting to the Head of Customer Success.