Director of Customer Programs

The role

You will lead global customer programs and drive product adoption, engagement and retention across a multi-region customer segment. You will also own and launch the SoSafe Education Program, and lead a multilingual team of individual contributors.

What you will do

• Develop and execute a strategy to drive product adoption, user engagement and lifetime customer value across a long-tail, multi-region customer segment
• Take strategic and operational ownership of the SoSafe Education Program, including its roadmap, curriculum strategy and rollout
• Design and deploy program-driven retention strategies that impact GRR and NRR targets across global accounts
• Lead, mentor and coach a multilingual, global team of individual contributors
• Foster a culture of individual accountability, coachability, data-driven decisions and operational excellence
• Build scalable frameworks, workflows and automated processes to keep program quality consistent across regions
• Use AI tools, automation and customer analytics to streamline workflows and scale output
• Partner with Customer Success, Marketing, Product and Sales to remove friction in customer journeys
• Manage handoffs between community/advocacy initiatives and education programs with Marketing
• Own program-level KPIs such as adoption, engagement and retention impact, including experiments linking program activity to GRR/NRR

Required qualifications

• 5+ years of direct leadership experience managing customer success, customer education or customer programs teams in a SaaS environment
• Proven accountability for or direct drive of GRR and NRR metrics through scalable program execution
• Strong balance of strategic vision and hands-on execution
• Ability to redesign programs from first principles with AI and automation
• High self-awareness, openness to real-time feedback, and a history of handling complex challenges in fast-paced environments
• Excellent written and verbal communication, with the ability to turn complex strategies into clear action plans

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, and wellbeing and fitness benefits
• Virtual events, team activities and local meet-ups
• Tech equipment
• Referral bonuses
• Individual development budget
• Dog-friendly HQ

Before you apply

• Perks and benefits are for full-time employees and may vary slightly by office location

About the company

SoSafe is a security awareness scale-up that addresses the human factor in cybersecurity with behavioural science and data-driven learning. It is backed by Highland Europe and Global Founders Capital and is expanding globally.