Job Description
Senior Customer Success Manager
Department: Customer Success
Employment Type: Full Time
Location: München
Reporting To: Christian Wolf
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 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.
What We're Looking For
- 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.
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 logicr. 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.
