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!
As Director of Customer Programs, you will serve as a high-impact, hands-on strategic leader responsible for designing, scaling, and executing global customer engagement and educational initiatives. We are looking for an impact-seeker—someone driven by the scope of customer outcomes and revenue expansion.
Leading a global team of individual contributors across international markets, you will bridge the gap between high-level strategy and direct execution. You build the engine, not just run it: scaled, AI-native programs that lift GRR/NRR across the long tail without scaling headcount linearly. You will take personal ownership of defining, launching, and scaling our strategic flagship initiative: the SoSafe Education Program. You will treat this initiative as a business you’re launching: define the case, the targets, the pilots, and fine tune to what moves the needle.
HERE'S HOW YOU'LL MAKE A DIFFERENCE:
STRATEGIC LEADERSHIP AND EXECUTION
- Develop and directly execute a strategy to drive product adoption, user engagement, and lifetime customer value across a long-tail, multi-region customer segment.
- Take full strategic and operational ownership of the new SoSafe Education Program, defining its roadmap, curriculum strategy, and rollout execution, supported by 1 fully dedicated individual
- Personally design and deploy program-driven retention strategies that directly impact GRR and NRR performance targets across global accounts.
TEAM LEADERSHIP, COACHING & OPERATIONS
- Lead, mentor, and actively coach a multilingual, global team of individual contributors, maintaining proximity to the work and leading by example.
- Foster a high-bar culture focused on individual accountability, coachability, data-driven decisions, and operational excellence.
- Build scalable frameworks, workflows, and automated processes to ensure consistent program quality across global regions.
AI, TECHNOLOGY & CROSS-FUNCTIONAL ALIGNMENT
- Leverage AI tools, automation technologies, and customer analytics to streamline workflows, optimize program efficiency, and scale output.
- Partner closely with the broader Customer Success team, Marketing, Product, and Sales to eliminate friction in customer journeys and align strategic priorities.
- Collaborate with Marketing to manage clear handoffs between community/advocacy initiatives and education programs.
- Own program-level KPIs such as adoption, engagement and retention impact. Add experiments and a clear link from program activity to GRR/NRR movement.
WHAT MAKES YOU A GREAT FIT:
- Proven Leadership: 5+ years of direct leadership experience managing customer success, customer education, or customer programs teams in a SaaS environment with a demonstrated track record of success
- Revenue Ownership: Proven experience holding accountability for or directly driving GRR and NRR metrics through scalable program execution.
- "Doing" Manager Mindset: Strong balance of strategic vision and active execution—you enjoy getting into the details, building from scratch, and solving complex problems yourself.
- Technological Edge: Redesign programs from first principles with AI and automation, and question what should still be manual.
- Coachability & Resilience: High degree of self-awareness, openness to real-time feedback, and a history of working through complex challenges in fast-paced environments.
- Written Precision & Communication: Excellent written and verbal communication skills, with the ability to distill complex strategies into clear plans of action.
NICE TO HAVE
- Experience scaling customer programs in a fast-growing, mid-stage SaaS…