SoSafe
7 hours ago
Junior Customer Programs Manager DACH (m/f/d)
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Company information
- Company
- SoSafe
- Location
- Cologne Germany
- Posted
- 7 hours ago
Job description
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 sustainable behavioral changes through effective, interactive training on cybersecurity and data protection. Cybercrime costs the world over $10 trillion annually, with costs rising 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 continuously 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 for our customer base to ensure product adoption and implement scalable customer success strategies that deliver exceptional business value and outstanding user experiences.
We are looking for an analytical and customer-oriented team player who can implement a new strategy, work with a 'test and learn' approach, and deliver measurable results.
You will develop, manage, and implement scalable programs for our customers. These programs may include user training, collaboration with product marketing and technical teams to conduct webinars, automation of our CS processes (e.g., lifecycle management, renewals, maturity models, etc.), and content curation. You will use these programs to support your own customer portfolio, focusing 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.
How you contribute to success:
Monitoring the 'Customer Health Score' of existing customers and implementing scaled campaigns to increase upsells and customer retention.
Analyzing data to identify common challenges, proactively suggesting process optimizations, and sharing best practices to enable customers to derive maximum value from our products.
Creating, managing, and developing 1:Many programs and initiatives to implement scalable customer retention strategies (e.g., email campaigns, office hours, targeted customer consultations).
Close collaboration with CSMs, AEs, and the Product and Marketing teams to promote 1:Many experiences within the assigned customer base.
Building processes to ensure customer satisfaction at a scalable level; utilizing internal dashboards and metrics to identify and respond to risks or opportunities within your portfolio (500 to 1,000 accounts).
Acting as an 'Operational Champion' at SoSafe and setting an example for ensuring data hygiene in our internal CS tools, Salesforce, etc.
What sets you apart:
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.).
Diplomacy, tact, and composure under pressure, especially when handling customer issues and escalations.
Solution-oriented mindset and enjoyment in using data to support hypotheses and achieve results.
Proficiency in demonstrating product features (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 foster customer growth, loyalty, and product adoption.
Fluent German and English skills; Dutch is a plus!
Nice to have:
Project management certifications (Prince2, PMI, or equivalent).
What we offer*:
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, as well as well-being & fitness benefits with Urban Sports Club
Connection & Community: Virtual events, team activities, and opportunities for local meetups
And much more: Technical equipment, referral bonuses, an individual training budget, dog-friendly office
*The benefits listed above apply to full-time employees and may vary slightly depending on location. This is just a selection – you will learn more during the application process.
About us
At SoSafe, we are committed to making the digital world safer by focusing on the human factor in cybersecurity.
As one of the fastest-growing Security Awareness scale-ups worldwide, we use behavioral science insights and data-driven learning to effectively empower people against cyber threats. Our Human Risk Management approach helps companies develop their employees into the most effective shield against security risks.
With the support of leading VCs like 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 change in cybersecurity, take responsibility, and grow with us.
If you thrive in a dynamic, goal-oriented environment that values innovation, diversity, and collaboration – then you are in the right place with us!
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Required skills
- english
- team player
- customer satisfaction
- german
- salesforce
- responsibility
- dutch
- project management
- process optimization
- customer-oriented
- self-motivated
- saas
- collaboration
- account management
- data analysis
- innovation
- onboarding
- goal-oriented
- flexible working hours
- best practices
- diversity
- inside sales
- proactive
- team activities
- well-being
- user experience
- prince2
- email campaigns
- cybersecurity
- dynamic environment
- escalations
- work-life balance
- data protection
- scalability
- analytical
- growth
- customer success
- highspot
- webinars
- customer engagement
- mid-market
- employee discounts
- customer loyalty
- solution-oriented
- upsell
- program development
- diplomacy
- vacation days
- product adoption
- customer retention
- test and learn
- product marketing
- security risks
- ai tools
- program management
- technical equipment
- dashboards
- dach
- metrics
- customer portfolio
- technical teams
- data hygiene
- risk identification
- opportunity identification
- aes
- product teams
- human factor
- bdr
- lifecycle management
- user training
- pmi
- referral bonuses
- reach
- marketing teams
- content curation
- renewal
- product demonstration
- planhat
- hypothesis testing
- smb
- repeatability
- composure
- measurable results
- customer issues
- tact
- customer value
- virtual events
- behavioral science
- cyber threats
- program implementation
- dog-friendly office
- fitness benefits
- customer growth
- training budget
- urban sports club
- global founders capital
- parental leave support
- office hours
- tech stacks
- vc funding
- renewal management
- csms
- human risk management
- business use cases
- data-driven learning
- scalable strategies
- highland europe
- cs tools
- local meetups
- low-touch
- maturity models
- customer programs manager
- 1-to-many
- webinar execution
- cs process automation
- customer health score
- 1:many programs
- targeted consultations
- operational champion
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