Junior Customer Programs Manager DACH (m/w/d)

About the Role

We at SoSafe aim to become the leading provider of Human Risk Management solutions in Europe. Our award-winning awareness platform helps companies achieve sustainable behavioral change through effective, interactive training on cybersecurity and data protection. Cybercrime costs the world over $10 trillion annually, with costs increasing by 15% per year – become part of the solution and actively shape the future of cybersecurity! It's an exciting time at SoSafe! We are continuously expanding our customer base, and the Customer Programs team is responsible for guiding our mid-market customers' journey from onboarding to renewal – through ad-hoc calls, webinars, and 1-to-many interactions. In this role, you will develop various engagement models for our customer base to ensure product adoption and implement scalable customer success strategies that deliver exceptional business value and outstanding user experiences. We are looking for an analytical and customer-oriented team player who can implement a new strategy, work with a "test-and-learn" approach, and deliver measurable results. You will develop, manage, and implement scalable programs for our customers. These programs may include user training, collaborating with product marketing and technical teams to conduct webinars, automating our CS processes (e.g., lifecycle management, renewals, maturity model, etc.), and curating content. You will use these programs to support your own customer portfolio, focusing on all SoSafe SMB and low-touch customers. Your focus will be on scalability, repeatability, and reach. The processes you develop and optimize will also benefit the rest of the Customer Success organization, as they can be further refined for the mid-market and enterprise customer base.

How you contribute to success:

• Monitoring the "Customer Health Score" of existing customers and launching scaled campaigns to increase upsells and customer retention.
• Analyzing data to identify common challenges, proactively suggesting process improvements, and sharing best practices to enable customers to get the maximum value from our products.
• Creating, managing, and further developing 1:Many programs and initiatives to implement scalable customer retention strategies (e.g., email campaigns, office hours, targeted customer consultations).
• Collaborating closely with CSMs, AEs, and the Product and Marketing teams to foster 1:Many experiences within the assigned customer base.
• Building processes to ensure customer satisfaction at scale; utilizing internal dashboards and metrics to identify and respond to risks or opportunities within your portfolio (500 to 1,000 accounts).
• Acting as an "Operational Champion" at SoSafe and setting an example for data hygiene in our internal CS tools, Salesforce, etc.

What sets you apart:

• At least 1 year of experience in a customer-facing role (Inside Sales, Customer Success, BDR, or Product Marketing).
• Experience with common SaaS tech stacks (Salesforce, Highspot, Planhat, AI Tools, etc.).
• Diplomacy, tact, and composure under pressure, especially when handling customer issues and escalations.
• A solution-oriented mindset and enjoyment in using data to support hypotheses and drive results.
• Confidence in demonstrating product features (after training) to a larger audience (online), as well as the ability to provide a comprehensive overview of key business use cases.
• Self-motivated, proactive team player with innovative ideas to drive customer growth, loyalty, and product adoption.
• Fluent German and English skills; Dutch is a plus!

Nice to have:

• Project management certifications (Prince2, PMI, or equivalent).

What we offer*:

• Work-Life Balance: Flexible working hours, 33 days of vacation, and additional financial support during parental leave.
• Well-being and Financial Support: Access to the Open-Up app, employee discounts, and well-being & fitness benefits with Urban Sports Club.
• Connection & Community: Virtual events, joint team activities, and opportunities for local meetups.
• And much more: Technical equipment, referral bonuses, an individual training budget, dog-friendly office.

*The above benefits apply to full-time employees and may vary slightly depending on the location. This is just a selection – you will learn more during the application process.

About Us

At SoSafe, we are committed to making the digital world safer by focusing on the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioral science insights and data-driven learning to effectively empower people against cyber threats. Our Human Risk Management approach helps companies develop their employees into the most effective shield against security risks. With the support of leading VCs like Highland Europe and Global Founders Capital, we are expanding globally at a rapid pace. We are looking for team players who want to drive meaningful change in cybersecurity, take responsibility, and grow with us. If you thrive in a vibrant, goal-oriented environment that values innovation, diversity, and collaboration – then you've come to the right place!