osapiens

Head of Customer Success

osapiens

full-time

Posted on:

Location Type: Hybrid

Location: Madrid • Spain

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Job Level

Lead

About the role

  • Build the Customer Success Operating Model
  • Design and implement a segmented CS model across Enterprise, Mid-Touch, and Tech-Touch customers
  • Define clear ownership across Customer Success, Customer Operations, Professional Services, Support, and Academy
  • Establish scalable lifecycle management and engagement frameworks
  • Drive Retention and Renewal Excellence
  • Implement structured renewal forecasting, risk management, and retention strategies
  • Build playbooks and frameworks for objection handling and downgrade prevention
  • Position Customer Success as a strategic retention engine
  • Scale Through Automation and Data
  • Partner closely with Customer Operations to implement lifecycle automation, health scoring, and scalable communication models
  • Expand documentation, self-service resources, and customer education programs
  • Reduce dependency on Professional Services after onboarding
  • Lead and Develop the Customer Success Team
  • Lead and develop a team of Customer Success professionals and working students
  • Establish clear KPIs and performance structures focused on customer value, adoption, and retention
  • Foster a culture of ownership, analytical thinking, and strong cross-team collaboration

Requirements

  • 8–12+ years of experience in Customer Success or SaaS leadership roles
  • Several years leading teams of 10+ people
  • Experience scaling Customer Success for large customer bases (1,000+ customers)
  • Strong commercial understanding of renewals, retention, and customer value conversations
  • Experience building Customer Success operating models and lifecycle frameworks
  • Analytical mindset and comfort working with customer data, automation, and CS tooling
  • Experience in RegTech, ESG, compliance software, or enterprise SaaS environments (Preferred)
  • Experience building Tech-Touch / Digital Customer Success programs (Preferred)
  • Familiarity with HubSpot, Salesforce, or Customer Success platforms (Preferred)
  • German language skills or experience working with DACH markets (Preferred)
Benefits
  • A purpose-driven mission with and for global industry pioneers in tackling complex challenges
  • Room for creativity through collaborative teamwork and an open communication culture
  • Flexibility and team bonding with our hybrid work options
  • Fuel for your growth journey, both personally and professionally
  • Fun team events and outings with our global teams
  • Inspiring workspaces in Madrid and beyond
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success operating modelslifecycle frameworksrenewal forecastingrisk managementretention strategiesanalytical mindsetcustomer data analysisautomationTech-Touch programsDigital Customer Success
Soft Skills
leadershipteam developmentcross-team collaborationownershipanalytical thinkingcommunicationcustomer value focusscalabilitystrategic thinkingproblem-solving