Senior Customer Success Manager (m/f/x)

(Senior) Customer Success Manager (m/f/x)

Department: Customer Success

Employment Type: Permanent - Full Time

Location: Madrid

As a Senior Customer Success Manager , you will be the trusted strategic advisor for customers of all sizes – from small and medium‑size businesses to DAX‑listed corporations. You will help them successfully implement their sustainability initiatives with our ESG software solutions, covering essential compliance topics such as CSRD, Corporate Carbon Footprints (CCF), and the EU Deforestation Regulation (EUDR). In this senior role, you will confidently handle customer escalations, support the onboarding process to ensure a smooth start for new customers, and provide guidance and stability to the team. Your expertise will not only empower individual customers but also drive meaningful impact across entire industries.

Key Responsibilities

• Serve as the main point of contact and trusted advisor for your assigned customers, while also supporting team members with complex accounts and escalations
• Understand customers’ business goals and proactively develop strategies to drive their success with our SaaS solution
• Collaborate with the sales team to ensure customers get the most out of our solutions, and coach junior team members on identifying upselling and cross‑selling opportunities
• Take ownership of customer escalations, resolving them effectively and ensuring high customer satisfaction even in challenging situations
• Optimize customer support processes by developing, implementing, and monitoring strategies in the CRM system, and share best practices to drive team excellence
• Act as a key contributor in onboarding processes, guiding customers through implementation while ensuring the team feels supported and confident
• Foster a sense of security within the team by providing guidance, supporting decision‑making, and sharing your expertise in customer success best practices

Skills, Knowledge and Expertise

• You have 6–8 years of experience in Customer Success within a B2B SaaS environment, ideally in a senior or lead role, with a strong track record of managing complex customer relationships and driving strategic success
• You are highly familiar with CRM and customer engagement platforms such as Salesforce, HubSpot, or similar tools, and use them to implement scalable strategies and mentor team members
• You understand the full SaaS customer lifecycle, including upselling, cross‑selling, renewals, and escalation management, and can guide others in these processes
• You excel at handling customer escalations with confidence and professionalism, turning challenges into opportunities for stronger partnerships
• You proactively build strong customer relationships, act as a strategic advisor, and empower the team to do the same
• You communicate confidently with both technical and non‑technical stakeholders, manage expectations, and align goals to ensure successful product adoption and customer retention
• You have solid experience with customer success metrics (e.g. NPS, CSAT, ARR), and use data to drive strategic decisions and process improvements across the team
• Your mindset is deeply customer‑focused, with a strong commitment to fostering team collaboration, psychological safety, and long‑term customer loyalty
• You actively identify opportunities for improvement, advocate internally for customer needs, and influence product development and customer success strategy at a strategic level
• You are fluent in English (C1) and proficient in one of those additional language: French, Italian, or German (C1).

Benefits

• A purpose‑driven mission tackling complex sustainability challenges whilst working alongside global industry pioneers
• 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
• Sustainable mobility options, promoting eco‑friendly commuting solutions
• Fun team events and outings with our global teams
• Inspiring workspaces in Madrid and beyond

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