Head of Customer Success ≤ €95k | International Enterprise SaaS

Our client, one of Europe’s fastest-growing unicorns, recently secured a €200M investment to accelerate their AI-driven sustainability platform across global supply chains. They power thousands of enterprise customers worldwide, helping organizations stay compliant, transparent, and future-proof in an increasingly regulated environment.

As customer waves continue to grow, they are now looking for a Head of Customer Success to scale and redesign their CS organization in Madrid.

This is not a “maintain the status quo” role — it’s a transformation mandate focused on structuring, segmenting, and professionalizing Customer Success at scale.

The Role

You will take ownership of a 10-15 person CS organization supporting B2B customers, with significant ARR dependent on renewals. You will report directly to the VP of Customer Experience and work closely with Product, Delivery, and Support.

Your goal: evolve Customer Success from a reactive, delivery-heavy function into a structured, strategic, renewal-driving department.

The Mission

• Design the CS Model: Define segmentation, ownership structures, and renewal frameworks that allow the team to operate efficiently at scale.
• Own Renewals & Adoption: Build a structured renewal motion and drive proactive adoption strategies to protect and grow ARR.
• Elevate the Team: Mentor existing Leads and ICs, establish new leadership layers where needed, and upgrade skill gaps in communication, objection handling, and technical depth.
• Shift Responsibilities: Rebalance tasks between Delivery and Customer Success to ensure CS owns customer value and long-term relationships.
• Build Data Discipline: Define and track clear KPIs and create visibility through dashboards and structured reporting.
• Drive Product Launch Excellence: Ensure new products are launched with proper enablement, positioning, and customer communication.
• Think Scale: Create a model that works for both enterprise customers and hundreds of smaller clients attending webinars, academy sessions, and scalable touchpoints.

Your Experience

• 8+ years in Customer Success within SaaS, with at least several years leading teams.
• Proven experience scaling or restructuring a CS organization in a startup or scaleup environment.
• Direct ownership of renewals and churn metrics - not purely consultancy or professional services.
• Strong experience managing 30+ client portfolios and understanding adoption, value realization, and renewal conversations.
• Experience working cross-functionally with Product, Delivery, and Sales in a high-growth environment.
• Ability to balance strategic thinking with hands-on execution.
• Fluent English required (Spanish a plus).
• Builder mindset - comfortable creating structure where none exists.

What’s on Offer

• Competitive salary up to €90–95k
• Hybrid working model with a modern Madrid office
• 30 vacation days, pension contribution, and private benefits package
• Opportunity to shape a strategic, revenue-critical function in a high-growth European scaleup
• Direct impact on significant ARR and long-term customer strategy

How does this sound?

Feel free to apply here or reach out to Alexander Siletsky from our team :)

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Baldur Connect is acting as a Recruitment Agency in relation to this vacancy. Baldur Connect is committed to being an equal opportunities employer and encourages applications from candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity status.