Team Lead, Customer Success

Department: Customer Success Employment type: Full-time Location: Madrid Workplace: Office / on-site with customers, (with up to 2 days home office per week) The Team Lead Customer Success (Madrid) leads our largest CS hub and is a true player-coach. You develop a team of Customer Success Managers while carrying a small book of your own strategic accounts (~25% of your time), so you lead from the front — not from the sidelines. You are the person your team turns to when an account is at risk: you go into the escalations yourself, you train the team on how to prevent the next one, and you build the processes that make good customer outcomes repeatable.

You report to the Head of Customer Success. Lead, coach, and develop a team of 6-8 Customer Success Managers in Madrid, build on the team's strengths, deepen its seniority, and grow each individual. Act as a player-coach: personally own a small portfolio (~25% of your time) of strategic accounts so you stay close to the work and lead by example.

Own your team’s retention and churn prevention as your top priority — spot risk early, and personally step into escalations and at-risk renewals alongside your CSMs. Train the team continuously: call reviews, escalation debriefs, shadowing, and structured 1:1 development that turns individual wins into repeatable plays. Drive your team’s core KPIs: gross/net retention, adoption, and expansion across the portfolio.

Design and shape the processes that make CS work: success-plan logic, health scoring, renewal cadences, product feedback, escalation playbooks. Go deep on the osapiens HUB product suite - enough to be a credible thought partner for your team and customers, and to separate real product gaps from noise. Set the standard for senior, consultative, trusted-advisor relationships with customers’ decision-makers.

Orchestrate Sales, Product, Support, and Engineering around your team’s customers. Feed team-level customer signal back into Product, pricing, and GTM. 5+ years in B2B-SaaS Customer Success, Technical Account Management, or management consulting, including proven people-management experience — this is not a first-time leadership role.

A genuine player-coach: you want to keep your hands on real accounts, not just manage from a dashboard. A track record of preventing churn and turning around at-risk accounts. You run toward escalations, not away from them.

A demonstrated ability to develop CSMs and raise a team’s outcomes. You measure yourself by your people’s results. An appetite to deeply penetrate the product.

You enjoy understanding how the platform actually works, not just how it’s sold. An appetite to design and shape processes. You see an unstructured function as an opportunity, not a burden.

A balanced, situational leadership style: hands-on where it’s needed, enabling where it’s possible. Technical fluency: able to articulate complex SaaS implementation, integration, and data concepts to practitioners and executives alike. Comfortable with ambiguity in a high-growth environment.

Calm and urgency in equal measure when the stakes are high. Fluency in English (Spanish is a plus, not a requirement). 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.