Director of Customer Programs

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 environment ($75M+ ARR).

• Experience in the Cybersecurity industry

• Fluency in German or additional European languages

What we offer*

• Work/Life balance: Flexible hours, 33 vacation days, and parental leave support

• Wellbeing and financial support: Access to Open Up, Corporate Discounts, Wellbeing & Fitness Benefits

• Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups

• And the list goes on: Tech equipment, referral bonuses, an individual development budget, dog-friendly HQ

*Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you'll learn more during the interview process.

About Us

At SoSafe, we’re on a mission to make the digital world safer by addressing the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower