Customer Programs Manager (m/f/d)

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, scalable customer success strategies that provide outstanding business value and user experiences. We are looking for an analytical and customer-oriented team player who can execute on a new charter, test-and-learn, and deliver results.

You'll develop, manage, and execute 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, renewals, 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.

Your Mission:

• Onboard new customers and set them up for success through quick implementation calls.

• Prioritize your efforts amongst a larger book of business by focusing on retention, risk, and expansion opportunities.

• Analyze data and identify common challenges, proactively suggest improvement to existing processes, and deliver best practices to customers to help deliver maximum value of our products.

• Create, drive, and iterate many programs and initiatives to implement 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 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.

Your Profile:

• 1 year + of experience in a customer-facing inside sales, customer success, BDR or Product Marketing role.

• 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 business fluency. French or Dutch is a plus!

Nice to have:

· Project Management certifications (Prince2, PMI or equivalent)

What we offer: 

Work-Life Balance:  

• 33 vacation days  

  Work Environment:  

• Access to a Coworking Space in Madrid

• State-of-the-art tech  

• Annual company off-site  

• Regular team events 

  Healthcare:  

• OpenUp 

• Private Healthcare 

  Other Perks:  

• Referral Bonus  

• Learning & Development Allowance 

• Pension Scheme

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 behavioral science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organizations turn their employees into their strongest line of defense.

Backed by leading VCs like Highland Europe and Global Founders Capital, we are 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!