Director of Customer Programs
Job description
Director of Customer Programs at SoSafe, a hands-on strategic leader responsible for designing, scaling, and executing global customer engagement and educational initiatives, including ownership of the SoSafe Education Program. Leads a global team to drive product adoption, engagement, and GRR/NRR across a long-tail, multi-region customer segment.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- English
What you'll do
- 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
- 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
- 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 we're looking for
- 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
- Proven experience holding accountability for or directly driving GRR and NRR metrics through scalable program execution
- Strong balance of strategic vision and active execution—enjoy getting into the details, building from scratch, and solving complex problems yourself
- Redesign programs from first principles with AI and automation, and question what should still be manual
- High degree of self-awareness, openness to real-time feedback, and a history of working through complex challenges in fast-paced environments
- 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 environment ($75M+ ARR)
- Experience in the Cybersecurity industry
- Fluency in German or additional European languages
Your team
Customer Programs
Benefits
- Flexible hours, 33 vacation days, and parental leave support
- Access to Open Up, Corporate Discounts, Wellbeing & Fitness Benefits
- Virtual events, collaborative team activities, and opportunities for local meet-ups
- Tech equipment, referral bonuses, an individual development budget, dog-friendly HQ
Apply
Direct apply at SoSafe
Opens the job posting at SoSafe
About SoSafe
Human Risk Management
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. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organisations turn their employees into their strongest line of defence.
Mission
Make the digital world safer by addressing the human factor in cybersecurity
Key facts
- Cybersecurity
- Backed by leading VCs like Highland Europe and Global Founders Capital
- Rapidly expanding across the globe
- Cybercrime is costing the world >$10 trillion annually and growing by 15% p.a.
Partners & customers
What they value
- Innovation
- Diversity
- Collaboration
- Ownership