The Role
Own a portfolio of strategic enterprise accounts to drive retention, adoption, and expansion. Act as trusted advisor to senior execs, build success plans and run QBRs, coordinate Product/Support/Engineering, de-risk renewals, drive customer participation in events, and translate wins into repeatable plays feeding product and GTM.
Summary Generated by Built In
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.
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:
- 3-5+ 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.
About
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.
Skills Required
- 3-5+ years in B2B-SaaS Customer Success, Technical Account Management, or management consulting across enterprise and mid-market accounts
- Proven track record driving retention, expansion, and adoption across a portfolio or leading multiple complex projects in parallel
- Technical fluency with cloud architecture and data concepts (able to engage with product, engineering, and customer CIOs)
- Ability to master a broad, complex product portfolio across diverse user types and use cases
- Strategic mindset with ability to identify growth opportunities and create actionable expansion plans
- Extreme ownership, builder's attitude, and experience operating in high-growth environments
- Calm under pressure with urgency for renewals, escalations, and critical rollouts
- Fluency in English and professional proficiency in at least one: German, French, Spanish, Dutch, or Italian
- Based in or willing to work from Munich or Madrid and be on-site with customers across Europe as needed
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The Company
What We Do
osapiens develops holistic Software-as-a-Service (SaaS) 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. Headquartered in Mannheim, Germany, osapiens supports over 2,500 customers worldwide, from SMEs to global enterprises, in driving sustainable growth and regulatory compliance.
