Our client is an established software company with significant experience delivering cloud-based SaaS solutions, on-premise software, and professional services across international markets.
They are currently looking to recruit a Commercial Success Manager to be based in Madrid and to manage a commercial team of four based in the UK and the US. English is essential for this role. Spanish is a plus but not mandatory.
This is a player-manager role for someone who can lead a small team while staying personally active in key deals and customer relationships. You will own the full customer lifecycle, new acquisition, implementation, retention, and expansion; working alongside the Marketing Product Managers who define product strategy and positioning. Where they set the product direction, you deliver the commercial results. This is a hands-on role. You will be coaching your team one day and closing a deal the next.
RESPONSIBILITIES:
Commercial Ownership
- Own the full customer journey from qualified lead through to renewal and expansion
- Define clear handoff processes between Business Development, Technical Consulting, and Customer Success
- Maintain pipeline visibility and produce accurate revenue forecasts for leadership
- Identify and pursue upsell and cross-sell opportunities within the existing customer base
Team Leadership
- Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success
- Set individual KPIs aligned to company targets and run regular performance reviews
- Build a culture of accountability, collaboration, and continuous improvement
- Support onboarding as the team grows alongside ITS’s SaaS expansion
New Business
- Coach the Business Development Executive on complex or high-value deals, engaging directly where needed
- Personally lead senior prospect conversations for strategic accounts
- Ensure CRM discipline and consistent sales methodology across the team
Retention & Growth
- Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio
- Oversee the customer health framework and manage at-risk account escalations
- Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers
- Partner with Marketing Operations on renewal communication and re-engagement campaigns
Working with the Product Managers
- Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials
- Share commercial intelligence from the field to inform product roadmap priorities
- Align on messaging and positioning so the commercial team goes to market consistently
PROFILE REQUIRED:
Experience
- 2-4 years in B2B SaaS commercial roles, with at least 2 years managing a team
- Proven track record across both new business acquisition and customer retention, with measurable outcomes
- Experience coordinating technical consulting or implementation functions alongside a sales team
- Background in SaaS for education, legal, corporate, or document management sectors a strong advantage
Skills & Knowledge
- Strong CRM proficiency — webCRM or equivalent — with experience driving team-wide adoption
- Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring
- Comfortable working with pipeline data to produce clear, reliable forecasts
- Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers
- Excellent level of English
Salary: 40 – 45K€ basic + uncapped commission (approx. 10K€).
Please send your CV to m.collins@eurolondon.com
Please note that only shortlisted candidates will be contacted.
