Customer Program Manager

About us

We are one of the fastest-growing security awareness scale-ups worldwide. By putting people first and focusing on behavioral science, we are disrupting the status-quo of Cyber Security. 

Backed by strong VC funding by those such as Highland Europe and Global Founders Capital, we are looking for more motivated team players who will assist us with our ambitious mission and international expansion. At SoSafe, you will take ownership for your work and your growth, taking your career to the next level! If you want to have an impact and are looking to contribute in meaningful ways within an open-minded environment that values diversity and community, SoSafe might just be the right place to work for you! 

Are you our next Cyber Security Hero? 

Join us on our journey to make the digital world a safer place!

It is an exciting time at SoSafe, we are growing our customer base at an extremely fast rate and our newly established Customer Programs Team is tasked with overseeing our mid-market customers' journey and helping build our at-scale customer engagement efforts.  
In this role, you will be creating different engagement models for our customer base, ensuring product adoption, scalable 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.  This will be a Hybrid role from the country you are hired in. 

Responsibilities: 

• 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 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.  

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 fluency. 

Nice to have: 

• French or Dutch 
• Project Management certifications (Prince2, PMI or equivalent)  

Why Us? 

At SoSafe, you'll be part of a cybersecurity team that thrives on innovation, safeguarding organizations against evolving threats and making the digital world a safer place. You will have the opportunity to make a real impact, surrounded by a dynamic and supportive team and environment committed to your professional growth. 

What we offer: 

Work-Life Balance: 

• Flexible hours 
• 33 vacation days 
• Daycare Support  

Mobility Support: 

• Public Transport Subsidy  
• Swapfiets 
• EuroRad  
• Free Parking at HQ 

Work Environment: 

• State-of-the-art tech 
• Annual company off-site 
• Networking events 

Healthcare: 

• OpenUp 
• Fitness First  

Other Perks: 

• Company Pension Scheme 
• Corporate Discounts 
• Referral Bonus 
• Learning & Development Allowance