Customer Programs Manager (m/f/d) – 1-Year Maternity Cover
SoSafe has the ambition to become the leading human risk management provider in Europe. Our award-winning awareness platform triggers behavioural change by providing effective and engaging training and simulations on cybersecurity and data protection. Cybercrime is costing the world >$10 trillion annually and growing by 15% p.a. - we invite you to be part of the solution!
It is an exciting time at SoSafe, we are growing our customer base, and the Customer Programs Team is tasked with overseeing our mid-market customers’ journey from onboarding to renewals through ad-hoc calls, webinars and 1 to Many interactions.
In this role, you will be creating different engagement models for our customer base, ensuring product adoption, and successful retention. We are looking for an analytical and customer-oriented team player who can work alongside other team members to manage and renew customers at scale.
You'll develop, manage, and implement scalable programs for our customers based on adoption, growth, and retention goals. These programs may include user training, coordinating with product marketing and technical teams to deliver informational webinars, automating our CS process (i.e., lifecycle management,, maturity model, etc.), and content curation. You will leverage these programs to support your book of business which will focus on all SoSafe SMB and low-touch customers. Scalability, repeatability, and reach will be the focus of your business. The processes you develop and perfect will further benefit the rest of our Customer Success organization as their application will be honed to serve the Mid-Market and Enterprise customer base as well.
Here's how you'll make a difference:
Monitor existing customers' health and launch scaled campaigns to boost upsells and retention.
Analyze data and identify common blockers, proactively suggest improvement to existing processes, and deliver best practices to customers to help deliver maximum value of our products.
Create, drive, and iterate 1: many programs and initiatives to implement 1 to many customer engagement strategies that can efficiently and effectively drive customer results at scale (e.g., email campaigns, office hours, targeted customer consultations).
Partner with CSMs, AEs, Product, and Marketing to drive a 1:many experiences within the team’s book of business.
Build processes to maintain customer health at scale, using internal dashboards and metrics to identify and respond to risks or opportunities within your book of business (500 to 1000 accounts)
Be a SoSafe operational champion and lead-by-example to ensure data hygiene in our internal CS Tool, Salesforce etc.
What makes you a great fit:
1 year + of experience in a customer-facing inside sales, customer success, BDR or Product Marketing role.
Experience with SaaS tech stack (Salesforce, Highspot, Planhat etc.)
Diplomacy, tact, and poise when under pressure working through customer issues and escalations.
Solution-driven mindset, enjoying leveraging data to back hypotheses and deliver results.
Comfortable demonstrating product functionality (with training); ability to provide a comprehensive overview of key business use cases.
Self-motivated, proactive team player with innovative ideas to inspire customer growth, loyalty, and adoption.
German and English fluency. Spanish, French or Dutch is a plus!
Nice to have:
Project Management certifications (Prince2, PMI or equivalent)
What we offer*
Work/Life balance: Flexible hours, 33 vacation days
Wellbeing and financial support: Access to Open Up, corporate discounts
Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups
And the list goes on: Tech equipment, referral bonuses, dog-friendly HQ
*Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you'll learn more during the interview process.
About Us
At SoSafe, we’re on a mission to make the digital world safer by addressing the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organisations turn their employees into their strongest line of defence.
Backed by leading VCs like Highland Europe and Global Founders Capital, we’re rapidly expanding across the globe. We’re looking for team players who want to drive meaningful change in cybersecurity, take ownership of their work, and grow with us.
If you thrive in a vibrant, purpose-driven environment that values innovation, diversity, and collaboration, then this is the place for you!