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.
• Lead expansion conversations to a BANT-qualified opportunity.
• Maintain a quarterly Opp Map per account.
• Own the executive relationship map.
• Be the customer’s voice into Product on roadmap conflicts and feature prioritisation.
• Contribute to the topic forum for your expertise lane.
• Keep account health, risk, and forecast data current in Planhat and HubSpot.

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, Product Compliance, Traceability, or Sustainability & Reporting.
• Demonstrated track record running multi-product, multi-stakeholder accounts where renewal and expansion were both your responsibility.
• Credible at CxO level.
• AI-native operator: you use AI tooling daily and would be uncomfortable working without it.
• Highest level of commitment, accountability, and flexibility.
• Commercial instinct.
• Excellent written and spoken English.
• Confident with CRM and CS tooling (HubSpot, Planhat, or equivalent) and structured account-planning frameworks.

Benefits

• 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.