Customer Success, Senior Manager

About Onapsis

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

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.

The Role

The Customer Success Senior Manager (m/f/d) at Onapsis is a “Coach/Player.” You are the architect of regional growth, 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 weave Onapsis into the fabric of their enterprise security posture.

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.
  • Deal Strategist: Lead weekly account reviews, pressure-test renewal strategies, identify expansion “white space,” and coach the team on navigating 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 uses “Extreme Ownership.”
  • Cross-Functional Advocacy: Act as the primary regional “Voice of the Customer” for Product and Sales, translating field insights into actionable product requirements.
• The “Player”: Strategic “North Star” Portfolio (30%)
  • Elite Account Management: Personally own 4–6 of Onapsis’ most complex, high-value flagship / T1 accounts.
  • Model the “Gold Standard”: Pilot new playbooks, EBR formats, and expansion strategies, demonstrating “Board-level” business reviews in cybersecurity.
  • Commercial Ownership: Manage the end-to-end lifecycle for select accounts, ensuring ARR is protected and grown through proactive risk mitigation and value realization.

Experience & Background

• Professional Experience: 6+ years in Customer Success/Account Management in the Enterprise space, ideally in Cybersecurity, ERP, or high-stakes Infrastructure software.
• People Leadership: 2+ years managing a team of 5+ contributors, with a documented history of hiring, developing talent, and managing underperformance with radical candor.
• Complex Stakeholder Navigation: Expertise in managing Board-level relationships in Global 2000 organizations, engaging C-Suite personas (CISO, CIO, CTO).
• Commercial Edge: Experience owning $5M+ in aggregate ARR, consistently meeting or exceeding targets.
• Language: Proficiency in German is highly desirable but not required.

What We Offer

• Shape the future of protecting the most critical applications that run the world’s business.
• Work in a culture of high achievement, teamwork, and innovation.
• Supportive colleagues who are top problem solvers and innovators.
• Financial security through competitive compensation and incentives.
• Remote position available for candidates based in Germany, Spain, the United Kingdom, or the Netherlands.

About Our Company

Onapsis is a proven market leader that protects critical business applications. We deliver actionable intelligence, automated governance, continuous monitoring, and secure change capabilities to optimize workflows, automate manual tasks, and accelerate SAP and Oracle E-Business Suite modernization, cloud, IoT, and mobility initiatives while keeping vital systems and data protected and compliant.