Customer Success, Senior Manager (m/f/d)

at Onapsis

EMEA

About the job

Onapsis is on a mission to safeguard the most critical business applications that business depends on daily. Over 20% of the Fortune 100 rely on Onapsis to secure their business-critical applications and ensure they are compliant and available.

The Customer Success Senior Manager (m/f/d) at Onapsis is a "Coach/Player". You are the architect of regional growth, responsible for mentoring a high-performing team of CSMs and Renewal Reps while personally piloting the strategy for our most prestigious, global accounts.

In this role, you don't just manage a book of business; you build a force multiplier. You will translate complex cybersecurity and SAP-landscape challenges into scalable customer journeys, ensuring our clients don't just "use" our software, but weave it into the fabric of their enterprise security posture. If you thrive on pressure-testing deal strategies, fostering "Extreme Ownership" in your team, and serving as the bridge between technical product evolution and executive value realization, this is your next challenge.

Key Responsibilities

The "Coach": Regional Leadership & Force Multiplication (70%)

• People Management & Mentorship: Lead a team of CSMs and Renewal Reps. Own the full talent lifecycle: hiring, onboarding, weekly 1:1s, and career pathing.
• The "Deal Strategist": Lead weekly account reviews. You aren't just checking boxes; you are pressure-testing renewal strategies, identifying expansion "white space," and coaching your team on how to navigate complex SAP/Cybersecurity stakeholders.
• Operational Excellence: Partner with the VP of Customer Success to refine the regional customer journey. Document scalable best practices and ensure the team is utilizing "Extreme Ownership" to manage their books of business.
• Cross-Functional Advocacy: Act as the primary regional "Voice of the Customer" for Product and Sales, ensuring that field insights (from your different team portfolios) are synthesized into actionable product requirements.

The "Player": Strategic "North Star" Portfolio (30%)

• Elite Account Management: Personally owns 4–6 of Onapsis’ most complex, high-value flagship / T1 accounts.
• Model the "Gold Standard": Use your personal portfolio to pilot new playbooks, EBR formats, and expansion strategies. You lead by example, showing your team what a "Board-level" business review looks like in the cybersecurity space.
• Commercial Ownership: Manage the end-to-end lifecycle for your select accounts, ensuring ARR is protected and grown through proactive risk mitigation and value realization.

Experience & Background

To be successful in this high-impact position, we are looking for a candidate who brings a blend of technical acumen, commercial grit, and empathetic leadership.

Professional Experience

• 6+ Years in Customer Success/Account Management: Proven track record in the Enterprise space, specifically navigating the complexities of Cybersecurity, ERP, or high-stakes Infrastructure software.
• 2+ Years of People Leadership: Direct experience managing a team of 5+ individual contributors. You should have a documented history of hiring, developing talent, and managing underperformance with radical candor.
• Complex Stakeholder Navigation: Expertise in managing "Board-level" relationships within Global 2000 organizations, specifically engaging with C-Suite personas (CISO, CIO, CTO).
• The "Commercial Edge": A history of owning $5M+ in aggregate ARR, with a consistent record of meeting or exceeding targets.
• Proficiency in German is highly desirable but not strictly required.

What we offer:

• A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows.
• A unique culture of high achievement and teamwork.
• Supportive and humble colleagues are the space's top problem solvers and innovators.
• Financial security through competitive compensation and incentives.

Location:

This is a remote position for candidates based in Germany, Spain, France, the United Kingdom, or the Netherlands.

About our Company:

Onapsis is a proven market leader that protects your business's most critical applications. Only Onapsis delivers the actionable intelligence, automated governance, continuous monitoring, and secure change capabilities required by cross-functional teams to optimize workflows and automate manual tasks so they can embrace and accelerate SAP and Oracle E-Business Suite (EBS) modernization, cloud, IoT, and mobility initiatives while keeping the most vital systems and data protected and compliant.

Headquartered in Boston, Onapsis has regional offices in Heidelberg, Germany; Buenos Aires, Argentina; Texas, USA; and Bucharest, Romania. The company proudly serves more than 300 leading brands and organizations, including many of the Global 2000.

For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.