Senior Customer Success Manager

Department: Customer Success
Employment type: Full-time
Location: Munich / Madrid
Workplace: Office / on-site with customers, (with up to 2 days home office per week)

The Senior Customer Success Manager owns osapiens’ most strategic customers. High-value and high-profile accounts that demand a senior, consultative relationship, close monitoring, and proactive engagement. After the sale, you become the customer’s trusted advisor, responsible for retention, adoption, and growth across your portfolio. You coordinate internal stakeholders around the customer’s success and ensure each account realizes the full value of its investment.

What You'll Do:

• Own a portfolio of strategic accounts end-to-end — retention, adoption, and expansion.
• Be the trusted advisor to senior and executive decision-makers — understand their business, not just their product usage.
• Build strategic success plans with your Account Executive and run QBRs that prove ROI and surface the next value lever.
• Go technically deep enough to solve real problems in the platform, and de-risk renewals long before they land.
• Multi-thread each account and orchestrate Product, Support, and Engineering around the customer.
• Drive your customers’ active participation in our scalable content formats — onsite events, webinars, roundtables — and get them contributing, including presenting their own story.
• Turn wins into repeatable plays and feed customer signal back into product and GTM.

What We're Looking For:

• 4+ years in B2B-SaaS Customer Success, Technical Account Management, or management consulting — across enterprise and mid-market accounts.
• A track record of driving outcomes across a portfolio of accounts — or of leading several genuinely complex projects in parallel as the driving force (e.g. in consulting) — with strong relationships and measurable results in retention, expansion, and adoption.
• Technical fluency (this is not a coding role): a solid grasp of cloud architecture and data concepts — enough to hold your own with Product Managers, engineering leads, and customer-side CIOs, and to judge whether what a customer’s technical stakeholders want actually makes sense.
• Comfortable mastering a broad, complex product portfolio across many different user types and use cases.
• A strategic mindset — you spot growth opportunities and turn them into actionable expansion plans.
• Extreme ownership and a builder’s attitude — you thrive in a high-growth environment and are ready to help establish the CSM function itself.
• Calm and urgency in equal measure in high-stakes moments — a renewal on the line, an executive escalation, a critical rollout.
• Fluency in English, plus professional proficiency in at least one of the following: German, French, Spanish, Dutch, or Italian.

Job Benefits:

Substance, not slogans 2,500+ customers on the platform. BlackRock, Goldman Sachs, and Armira as investors. A product that won the European market without a heavy sales machine. None of this is hypothetical, it is what the role is built on.

Real ownership You shape your book of accounts, your topic lane, and the success-plan logic. Your account signal feeds product, pricing, and GTM. Not as a token gesture, as the actual mechanism.

AI-native team Real budget for AI tooling and a mandate to set the frontier on AI-augmented enterprise CS. We don’t bolt AI on; AI is how the team operates.

Senior leadership access A structured CS organisation with senior leadership support, an Academy team for customer enablement, and Professional Services that own onboarding cleanly.

The practical bits

• Competitive base salary plus a CS performance component tied to retention, expansion, and adoption KPIs.
• You’re based either in the office (Munich or Madrid) or on-site with customers across Europe, with the flexibility to work up to 2 days per week from home.
• Career path into CS Team Lead, CS strategy, or strategic account roles in the broader commercial organisation.

About osapiens

At osapiens, we bring together more than 550 talented people united by a shared mission: to enable sustainable growth for companies worldwide. Founded in 2018 and headquartered in Mannheim, Germany, with additional locations across Europe and the USA, we have built the AI-powered osapiens HUB platform.

The platform currently comprises 26 enterprise solutions running on our own multi-tenant infrastructure — built for cross-company collaboration and automation. With scalable, ready-to-use solutions, we enable fast implementation for companies of every size, from large enterprises to mid- sized businesses and across all industries.