Customer Programs Manager (m/f/d) – 1-Year Maternity Cover

📋 Description

• • SoSafe is at the forefront of revolutionizing human risk management, aiming to become the premier European provider in this critical space. Our innovative, award-winning awareness platform is designed to foster tangible behavioral change through engaging and effective training modules and realistic simulations focused on cybersecurity and data protection. In a world where cybercrime inflicts over $10 trillion in annual damages and continues to escalate at a staggering 15% year-over-year, your contribution will be pivotal in building a more secure digital future. Join us in this vital mission!
• • This role is a unique opportunity to join SoSafe during an exhilarating period of rapid customer base expansion. The Customer Programs Team plays a crucial role in orchestrating the entire journey for our mid-market clientele, from the initial onboarding phase through to successful renewals. This is achieved through a dynamic blend of direct interactions, informative webinars, and scalable 1-to-Many engagement strategies.
• • As a Customer Programs Manager, you will be instrumental in designing and implementing diverse engagement models tailored to our expansive customer base. Your primary objectives will be to drive deep product adoption, ensure sustained customer satisfaction, and ultimately achieve exceptional retention rates. We are actively seeking a highly analytical, customer-centric individual who thrives in a collaborative team environment. You will manage and nurture a significant portfolio of customers, focusing on scalable renewal strategies.
• • Your responsibilities will encompass the development, management, and execution of scalable programs meticulously aligned with our adoption, growth, and retention objectives. These initiatives may include developing comprehensive user training programs, orchestrating impactful informational webinars in close collaboration with our Product Marketing and technical teams, and driving the automation of key Customer Success processes. This automation could involve refining lifecycle management, implementing maturity models, and curating essential content.
• • You will leverage these meticulously crafted programs to provide dedicated support to your assigned book of business, which will primarily consist of SoSafe's Small and Medium-sized Business (SMB) and low-touch customer segments. The overarching philosophy guiding your work will be scalability, repeatability, and broad reach. The innovative processes and methodologies you develop and refine will not only benefit your direct responsibilities but will also serve as a valuable blueprint for the wider Customer Success organization, with the potential to be adapted and applied to serve our Mid-Market and Enterprise customer segments as well.
• • You will proactively monitor the health and engagement levels of existing customers within your portfolio. Based on your analysis, you will launch targeted, scaled campaigns designed to significantly boost upsell opportunities and enhance customer retention.
• • A core aspect of your role involves deep data analysis to pinpoint common obstacles hindering customer success and product adoption. You will proactively propose enhancements to existing processes and disseminate best practices to customers, ensuring they derive maximum value from SoSafe's solutions.
• • You will be responsible for creating, driving, and continuously iterating on 1-to-Many programs and initiatives. The goal is to implement highly efficient and effective customer engagement strategies that can drive substantial customer results at scale, utilizing methods such as targeted email campaigns, interactive office hours, and focused customer consultations.
• • You will foster strong collaborative partnerships with Customer Success Managers (CSMs), Account Executives (AEs), Product teams, and Marketing departments to ensure cohesive and impactful 1-to-Many customer experiences across the team’s designated book of business.
• • You will establish robust processes designed to maintain customer health across a large customer base. This will involve utilizing internal dashboards and key performance metrics to swiftly identify and address potential risks or capitalize on emerging opportunities within your book of business, which typically spans between 500 to 1000 accounts.
• • You will embody the role of a SoSafe operational champion, leading by example to uphold exceptional data hygiene standards within our critical internal Customer Success tools, including Salesforce and other relevant platforms.