Head of Customer Success

Description

Summary: osapiens is seeking a hands-on and strategic Head of Customer Success to scale and professionalize their Customer Success organization, driving retention, automation, and long-term customer success. Highlights: 1. Lead and develop a team of Customer Success professionals 2. Design and implement a segmented CS model across customer types 3. Drive retention and renewal excellence with strategic frameworks ### **Description** 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.** ### **Your Responsibilities** **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** ### **Your Experience** * 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** ### **Join us for this and more...** * 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 ### **About osapiens** **osapiens** develops holistic Software\-as\-a\-Service solutions that help global companies ensure transparency, efficiency, and trust across their entire value chain. Through its cloud platform, the **osapiens HUB**, the company leverages innovative technologies, including artificial intelligence, to strengthen businesses while promoting human rights, ecological responsibility, and sustainable corporate governance. Founded in 2018 and headquartered in Mannheim, Germany, **osapiens** works with **around 2,000 companies in over 50 countries** across industries such as consumer goods, automotive, fashion, pharmaceuticals, and medical products. The company is backed by **Goldman Sachs** and **Decarbonization Partners**, reinforcing its commitment to responsible, sustainable growth.