Hybrid Head of Customer Success

at osapiens

• Job title: Head of Customer Success
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Munchen, Germany

About the role

• Head of Customer Success at osapiens driving customer engagement for SaaS companies in Europe. Leading customer success teams while shaping product and commercial strategies in a hybrid setup.

Responsibilities

• Build 2–3 segment-focused CS teams.
• Clean tiering between human-led strategic accounts and pooled / Tech-Touch coverage. Munich and Madrid as primary hubs; Mannheim as HQ. Senior stakeholders sit in Munich.
• Own the commercial outcome. Upsell sits inside CS; cross-sell opportunities are qualified by CS and handed to Sales. Retention, expansion, and NRR are your numbers.
• Reduce dependency on Professional Services after onboarding. Build playbooks, lifecycle automation, health scoring, and self-service so coverage scales without linear headcount.
• Bring product and commercial closer. The CS team should be measurably closer to product than today. Able to clearly articulate the product vision & capabilities with a commercial instinct — not a support reflex.
• Lead a senior team. Empower, set clear expectations and go through this exiting journey with currently: 12 CSMs and 6 working students/interns. Define KPIs around customer value, retention, and expansion — not activity.

Requirements

• 8–12+ years in Customer Success or SaaS leadership; multiple years leading teams of 10+ individuals.
• You’ve built Customer Success operating models from a fragmented or under-structured starting point — not inherited a finished playbook.
• Your strongest reference is “I changed how we did this — here’s the measurable result”, not “I executed the existing process beautifully.”
• AI tooling is already in your daily workflow — account research, success-plan drafting, customer comms, internal reporting — and you want a real mandate to push it further.
• Commercially literate: renewal forecasting, retention math, upsell motions, NRR — you talk numbers, not narratives.
• You sign up for outcomes, not for hours. High commitment, high accountability, high flexibility.
• Comfortable operating across Munich, Madrid, and Mannheim.

Benefits

• Real ownership at a category-forming moment in European SaaS.
• A team of high-caliber people with low politics and a shared mission.
• AI-native operating model with budget and mandate to push the frontier.
• Direct exposure to senior leadership and to customer C-suites — from day one.
• Munich and Madrid as primary working hubs; hybrid setup.
• Backed by BlackRock, Goldman Sachs, and Armira — one of the few real T1 European SaaS stories.