Customer Success at osapiens is entering its next stage of scale.

Our platform supports 2,500+ companies globally in managing regulatory compliance, ESG obligations, and supply chain transparency. With strong international growth and recent investment from global leaders including BlackRock, Goldman Sachs, and Amira, osapiens is expanding rapidly.

To support this growth, we are looking for a hands-on and strategic Head of Customer Success to scale and professionalize our Customer Success organization.

Today, our CS team consists of Customer Success Managers, working students, and an Academy team, working closely with Customer Operations, Professional Services, Product, and Sales. As our customer base grows across enterprise, mid-market, and SME segments, we need a leader who can design scalable engagement models while maintaining high customer value.

Your mission is clear:
build a highly scalable Customer Success organization that drives retention, automation, and long-term customer success.

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

• 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

Preferred Qualifications

• Experience in RegTech, ESG, compliance software, or enterprise SaaS environments
• Experience building Tech-Touch / Digital Customer Success programs
• Familiarity with HubSpot, Salesforce, or Customer Success platforms
• German language skills or experience working with DACH markets

• 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