Director of Customer Programs

The role

You will design, scale, and execute global customer engagement and educational initiatives. You will lead a global team of individual contributors and take ownership of the SoSafe Education Program to drive product adoption and revenue expansion.

What you will do

• Develop and execute a strategy to drive product adoption, user engagement, and lifetime customer value.
• Take strategic and operational ownership of the SoSafe Education Program.
• Design and deploy program-driven retention strategies to impact GRR and NRR.
• Lead, mentor, and coach a multilingual, global team of individual contributors.
• Build scalable frameworks, workflows, and automated processes.
• Leverage AI tools, automation technologies, and customer analytics to optimize program efficiency.
• Partner with Customer Success, Marketing, Product, and Sales teams.
• Collaborate with Marketing to manage handoffs between community initiatives and education programs.
• Own program-level KPIs such as adoption, engagement and retention impact.

Required qualifications

• 5+ years of direct leadership experience managing customer success, customer education, or customer programs teams in a SaaS environment
• Proven experience holding accountability for or directly driving GRR and NRR metrics through scalable program execution
• Strong balance of strategic vision and active execution
• Ability to redesign programs from first principles with AI and automation
• 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

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
• An individual development budget

About the company

SoSafe is a human risk management provider that uses an awareness platform to trigger behavioural change regarding cybersecurity and data protection. They are a fast-growing security awareness scale-up backed by Highland Europe and Global Founders Capital.