Scaled Customer Success Manager (m/w/d) – Elternzeitvertretung, befristet auf 1 Jahr

📋 Description

• • Join SoSafe GmbH as a Scaled Customer Success Manager (m/w/d) on a temporary, one-year contract, stepping into a pivotal role within our dynamic Customer Programs team.
• • At SoSafe, we are driven by the ambition to become Europe's leading provider of Human Risk Management solutions. Our award-winning platform empowers organizations to foster lasting behavioral changes through engaging and effective training modules focused on cybersecurity and data protection.
• • Cybercrime poses a significant global threat, costing the world over $10 trillion annually and escalating by 15% each year. By joining SoSafe, you become an integral part of the solution, actively shaping the future of cybersecurity.
• • This is an exceptionally exciting period for SoSafe as we continuously expand our customer base. The Customer Programs team is instrumental in guiding our mid-market clients through their entire journey, from initial onboarding to successful renewal.
• • Your primary responsibility will be to develop and implement innovative engagement models tailored for our extensive customer base. This involves ensuring robust product adoption and deploying scalable Customer Success strategies that deliver exceptional business value and outstanding user experiences.
• • We are seeking an analytical, customer-centric, and collaborative individual who thrives on implementing new strategies, embraces a 'test-and-learn' philosophy, and is committed to delivering measurable results.
• • You will be responsible for developing, managing, and executing scalable programs designed to enhance customer engagement and success. These programs may encompass a range of initiatives, including user training sessions, collaborative webinars with Product Marketing and Technical teams, automation of Customer Success processes (such as lifecycle management, renewal strategies, and maturity modeling), and content curation.
• • These programs will serve as the foundation for supporting your dedicated customer portfolio, which will focus on all SoSafe SMB and low-touch customers. Your efforts will be centered on achieving scalability, repeatability, and broad reach.
• • The processes you develop and optimize will not only benefit your direct customer portfolio but will also serve as a valuable blueprint for the wider Customer Success organization, providing a framework that can be further refined for our mid-market and enterprise client segments.
• • A key aspect of your role will involve monitoring the 'Customer Health Score' for existing clients and proactively initiating scaled campaigns aimed at driving upsells and enhancing customer retention.
• • You will leverage data analysis to pinpoint common customer challenges, propose proactive process improvements, and disseminate best practices to ensure clients maximize the value derived from our products.
• • You will be tasked with creating, managing, and evolving 1:Many programs and initiatives that underpin scalable customer retention strategies. This includes developing and executing targeted email campaigns, hosting 'Office Hours' for customer support, and conducting focused customer consultations.
• • Close collaboration with Customer Success Managers (CSMs), Account Executives (AEs), and the Product and Marketing teams will be essential to foster seamless 1:Many customer experiences across your assigned customer base.
• • You will build and refine processes to ensure customer satisfaction at a scalable level. This involves utilizing internal dashboards and key performance indicators (KPIs) to identify and respond to risks or opportunities within your portfolio, which is expected to encompass between 500 and 1,000 accounts.
• • You will act as an 'Operational Champion' within SoSafe, setting an example for maintaining high data hygiene standards across our internal Customer Success tools, including Salesforce and other relevant platforms.
• • This role offers a unique opportunity to significantly impact customer retention and growth through strategic, scalable initiatives, contributing directly to SoSafe's mission of making the digital world safer.
• • You will play a crucial role in defining and refining the future of scaled customer success at SoSafe, influencing how we support and grow our diverse customer base.
• • Your analytical skills will be key in understanding customer behavior and identifying trends that can inform product development and service enhancements.
• • By focusing on automation and efficient processes, you will enable the Customer Success team to serve a larger volume of customers effectively.
• • This position requires a proactive approach to problem-solving and a passion for continuous improvement in customer engagement strategies.
• • You will be empowered to test new ideas and approaches, contributing to an innovative and data-driven customer success culture.
• • Your success will be measured by your ability to drive customer adoption, satisfaction, and retention through scalable programs and initiatives.
• • This role is ideal for someone who is eager to make a tangible impact in a fast-growing SaaS company within the critical cybersecurity sector.
• • You will gain invaluable experience in developing and implementing customer success strategies for a rapidly expanding client base.
• • The opportunity to work with a leading Human Risk Management platform and contribute to its market leadership is a significant draw.
• • Your contributions will directly support SoSafe's mission to reduce human risk in the digital landscape.
• • This role is perfect for an individual who is passionate about customer advocacy and driving business outcomes through strategic engagement.
• • You will be at the forefront of developing scalable solutions that address the evolving needs of our mid-market and SMB customers.
• • The temporary nature of this role provides an excellent opportunity to gain intensive experience and make a significant contribution within a defined period.
• • You will be a key player in ensuring our customers achieve their desired outcomes with the SoSafe platform.
• • Your ability to translate data insights into actionable strategies will be paramount to your success.
• • This position offers a chance to hone your skills in program management, process automation, and customer engagement within a high-growth tech environment.
• • You will be part of a team dedicated to fostering a culture of continuous learning and improvement in customer success practices.