Junior Customer Programs Manager DACH (m/w/d)

Role Summary

At SoSafe, our goal is to become the leading provider of human risk management solutions in Europe. Our award-winning awareness platform helps companies achieve lasting behavior change through effective, interactive cybersecurity and data protection training. Cybercrime costs the world >$10 trillion annually, with costs increasing by 15% per year - become part of the solution and actively shape the future of cybersecurity!

It's an exciting time at SoSafe! We are continually expanding our customer base, and the Customer Programs team is responsible for supporting our mid-market customers' journey from onboarding to renewal through ad hoc calls, webinars and 1-to-many interactions.

In this role, you will develop various engagement models across our customer base to ensure product adoption and implement scalable customer success strategies that deliver exceptional business value and user experiences.

We are looking for an analytical and customer-oriented team player who is able to implement a new strategy, work according to the "test-and-learn" principle and deliver measurable results.

You will develop, manage and implement scalable programs for our customers. These programs can, among other things, This includes user training, working with product marketing and engineering teams to deliver webinars, automating our CS processes (e.g. lifecycle management, renewals, maturity model, etc.), and content curation. You will use these programs to support your own customer portfolio, focused on all SoSafe SMB and low-touch customers. Your focus will be on scalability, repeatability and reach. The processes you develop and optimize will also benefit the rest of the customer success organization as they can be further refined for the mid-market and enterprise customer base.

Responsibilities

HOW YOU CONTRIBUTE TO SUCCESS

• Monitoring the “Customer Health Score” of existing customers and introducing scaled campaigns to increase upsells and customer loyalty.
• Analyze data to identify common challenges, proactively suggest process optimization and communicate best practices to enable customers to get the maximum value from our products.
• Creation, control and further development of 1:Many programs and initiatives to implement scalable customer loyalty strategies (e.g. email campaigns, office hours, targeted customer consultations).
• Work closely with CSMs, AEs, and the Product and Marketing teams to drive 1:Many experiences within assigned customer base.
• Building processes to ensure customer satisfaction at a scalable level; Use internal dashboards and metrics to identify and respond to risks or opportunities within your portfolio (500 to 1,000 accounts).
• Act as an “Operational Champion” at SoSafe and act as a role model in ensuring data hygiene in our internal CS tools, Salesforce etc.

Requirements

WHAT SETS YOU OUT

• At least 1 year of experience in a customer-facing role (Inside Sales, Customer Success, BDR or Product Marketing).
• Experience with common SaaS tech stacks (Salesforce, Highspot, Planhat, AI Tools etc.).
• Diplomatic skills, tact and confidence under pressure, especially when dealing with customer problems and escalations.
• Solution-oriented mindset and enjoy using data to support hypotheses and achieve results.
• Confidence in demonstrating product functions (after training) to a larger audience (online), as well as the ability to provide a comprehensive overview of key business use cases.
• Self-motivated, proactive team player with innovative ideas to drive customer growth, loyalty and product acceptance (adoption).
• Fluent knowledge of German and English; Dutch is a plus!

NICE TO HAVE

• Project management certifications (Prince2, PMI or comparable).

Benefits

• Work-life balance: Flexible working hours, 33 days of vacation and additional financial support during parental leave
• Well-being and financial support: access to the Open-Up app, employee discounts, and well-being & fitness benefits with Urban Sports Club
• Connection & Community: Virtual events, shared team activities and local meeting opportunities
• And much more: technical equipment, referral bonuses, an individual training budget, dog-friendly office

*The above benefits apply to full-time employees and may vary slightly by location. This is just a selection – you will find out more during the application process.

About the Company

At SoSafe, our mission is to make the digital world safer by putting the human factor in cybersecurity at the center.

As one of the fastest-growing security awareness scaleups in the world, we leverage behavioral science insights and data-driven learning to effectively empower people against cyber threats. Our human risk management approach supports companies in developing their employees into the most effective shield against security risks.

With the support of leading VCs such as Highland Europe and Global Founders Capital, we are expanding globally at a rapid pace. We are looking for team players who want to drive meaningful changes in the area of cybersecurity, take responsibility and grow with us.

If you thrive in a vibrant, goal-oriented environment that values innovation, diversity and collaboration - then you've come to the right place!