Senior Customer Success Manager

Key Responsibilities

• Build and maintain the success plan, QBR rhythm, and renewal motion for each of your 10–15 named accounts.
• Drive multi-module adoption— not just the entry SKU. Identify which HUB modules fit the customer’s regulatory and operational roadmap, and steer them toward platform breadth.
• Lead expansion conversations to a BANT-qualified opportunity (3 of 4) along with the Account Executive.
• Maintain a quarterly Opp Map per account: Defend lines (renewal, retention risk) and Attack lines (cross-sell, upsell, white space).
• Own the executive relationship map. Engage C-level and VP-level stakeholders on the customer side; bring osapiens leadership in as Exec Sponsor where it accelerates the account.
• Be the customer’s voice into Product on roadmap conflicts and feature prioritisation; partner with Product Management to frame trade-offs the right way.
• Contribute to the topic forum (community of practice) for your expertise lane — feed playbooks across the wider CS team.
• Keep account health, risk, and forecast data current in Planhat and HubSpot—your accounts feed the weekly pipeline review and CS leadership reporting.

Requirements

• 5+ years in Customer Success, Strategic Account Management, or post‑sales Consulting in enterprise B2B SaaS.
• Demonstrable experience managing enterprise Tier 1 accounts.
• Practitioner‑level depth in one of our four topic‑expertise lanes: Supplier Intelligence (Supplier Due Diligence & Collaboration, Supply Chain Transformation), Product Compliance, Traceability (food supply chain, Medical Devices regulation), or Sustainability & Reporting.
• Demonstrated track record running multi‑product, multi‑stakeholder accounts where renewal and expansion were both your responsibility.
• Credible at CxO level — you have sat across from CFOs, COOs, CSOs, VPs of Compliance and held your own.
• AI‑native operator: you use AI tooling daily and would be uncomfortable working without it.
• Highest level of commitment, accountability, and flexibility — you sign up for outcomes, not for hours.
• Commercial instinct: you are comfortable taking an expansion conversation to BANT and handing a real opportunity to Sales — without being a Sales rep yourself.
• Excellent written and spoken English.
• Confident with CRM and CS tooling (HubSpot, Planhat, or equivalent) and structured account‑planning frameworks.
• Nice‑to‑have: German or Spanish at working level — accelerates relationships in our DACH and Iberia customer base.
• Hands‑on exposure to CSRD, EUDR, CBAM, EU Taxonomy, PPWR, or REACH on the customer or consulting side.
• Background in strategic consulting, or regulatory consulting (Big 4, sustainability advisory) or post‑sales engineering in a compliance / ESG SaaS.
• Experience standing up or scaling a CS function — playbooks, segmentation, success‑plan templates.

Hard Skills

• Customer Success
• Strategic Account Management
• Enterprise B2B SaaS
• Supplier Intelligence
• Product Compliance
• Traceability
• Sustainability & Reporting
• Account Planning
• Multi‑product Management
• AI Tooling

Soft Skills

• Accountability
• Flexibility
• Commercial Instinct
• Written Communication
• Verbal Communication
• Stakeholder Engagement
• C‑level Interaction
• Collaboration
• Problem Solving
• Leadership