Senior Customer Success Manager

Role Overview

• Own a portfolio of strategic customers end-to-end: from health and adoption through to renewal and expansion.
• Act as the customer's single point of contact, orchestrating Sales, Product, Support, and Engineering into one seamless experience.
• Build trusted-advisor relationships with senior decision-makers in complex, matrixed organizations — understanding each customer's business and objectives, not just their product usage.
• Develop and execute strategic success plans grounded in each customer's goals in strong collaboration with the Account Executive.
• Proactively drive adoption, monitoring usage patterns, addressing underutilization, and ensuring customers realize full value from their contracted commitments.
• Conduct Quarterly Business Reviews that demonstrate realized value and ROI, and surface the next value lever.
• Continuously monitor customer health and flag risk early. Be proactive, not reactive.
• Own renewals across your portfolio, preparing and de-risking each one well in advance so there are no surprises at the renewal date.
• Identify, document, and drive expansion opportunities (upsell and cross-sell), in partnership with your Account Executive.
• Multi-thread across each account: know the champion, the economic buyer, and the day-to-day users.
• Lead change-management initiatives that drive end-user adoption, including Train-the-Trainer programs and Center of Excellence development.
• Become an expert across the osapiens HUB product suite, serving as a thought partner who socializes the product roadmap, portfolio, and solves real customer problems.
• Maintain a regular cadence of onsite touchpoints with strategic customers.
• Share learnings and build repeatable plays that scale across other strategic accounts.

Requirements

• 3-5+ years of experience in B2B-SaaS Customer Success, Technical Account Management, or management consulting.
• Thrive in a high-growth, fast-evolving environment
• comfortable with ambiguity and shifting priorities, and ready to roll up your sleeves on internal initiatives that build out and establish the CSM function itself.
• Experience with enterprise and mid-market customers, ideally in high-growth organizations.
• A proven track record managing a portfolio of accounts while maintaining strong relationships and driving measurable outcomes.
• Technical fluency
• the ability to understand and articulate SaaS implementation patterns, integrations, and data concepts to audiences ranging from practitioners to executives.
• A strategic mindset for identifying growth opportunities and translating them into actionable expansion plans.
• A cross-functional collaborator who represents the customer internally and rallies teams around solutions that meet customer needs.
• Extreme ownership and a “roll up your sleeves” ways of working.
• Fluency in English, plus professional proficiency in at least one of the following: German, French, Spanish, Dutch, or Italian.

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.