Commercial Success Manager

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 alongsidethe 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
• 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

Please send your CV to

Please note that only shortlisted candidates will be contacted.