Director of Customer Programs

SoSafe has the ambition to become the leading human risk management provider in Europe. 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. Leading a global team of individual contributors across international markets, you will bridge the gap between high-level strategy and direct execution, and take personal ownership of the SoSafe Education Program.

Responsibilities

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, and add experiments with a clear link from program activity to GRR/NRR movement

Requirements

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; 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

Benefits

Flexible hours; 33 vacation days; Parental leave support; Access to Open Up; Corporate Discounts; Wellbeing & Fitness Benefits; Virtual events; Collaborative team activities; Opportunities for local meet-ups; Tech equipment; Referral bonuses; Individual development budget; Dog-friendly HQ