Strategic Customer Success Manager

Role Overview

• 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.

Requirements

• 5+ years in Customer Success, Strategic Account Management, or post-sales Consulting in enterprise B2B SaaS.
• Practitioner-level depth in one of our four topic-expertise lanes: Supplier Intelligence (Supplier Due Diligence & Collaboration, Supply Chain Transformation), Product Compliance (PPWR, REACH, RoHS, GPSR, Battery), Traceability (food supply chain, GS1/EPCIS, Medical Devices regulation), or Sustainability & Reporting (CSRD, CCF, PCF, EU Taxonomy).
• Demonstrated track record running multi-product, multi-stakeholder accounts where renewal and expansion were both your responsibility.
• Credible at CxO level — you have sat across from CFOs, COOs, CSOs, VPs of Compliance and held your own.
• AI-native operator: you use AI tooling daily and would be uncomfortable working without it.
• Highest level of commitment, accountability, and flexibility — you sign up for outcomes, not for hours.
• Commercial instinct: you are comfortable taking an expansion conversation to BANT and handing a real opportunity to Sales — without being a Sales rep yourself.
• Excellent written and spoken English.
• Confident with CRM and CS tooling (HubSpot, Planhat, or equivalent) and structured account-planning frameworks.
• Nice-to-have **
• German or Spanish at working level — accelerates relationships in our DACH and Iberia customer base.
• Hands-on exposure to CSRD, EUDR, CBAM, EU Taxonomy, PPWR, or REACH on the customer or consulting side.
• Background in strategic consulting, or regulatory consulting (Big 4, sustainability advisory) or post-sales engineering in a compliance / ESG SaaS.
• Experience standing up or scaling a CS function — playbooks, segmentation, success-plan templates.

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 for Tier 1. 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. You operate at the level of the customer’s exec team and ours. ****The practical bits **

• Competitive base salary plus a CS performance component tied to retention, expansion, and adoption KPIs.
• Hybrid working out of Munich or Madrid — strong in-office presence (3 days per week), and regular time on-site with customers across Europe.
• Career path into CS Team Lead, CS strategy, or strategic account roles in the broader commercial organisation.