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SoSafe is a rapidly growing European human risk management platform that uses behavioral science and AI-driven training to address cybersecurity and data protection threats. The company is backed by leading VCs and is expanding globally.
As Director of Customer Programs, you will lead a global team of individual contributors and serve as a strategic, hands-on leader responsible for designing, scaling, and executing customer engagement and educational initiatives. You will bridge high-level strategy with direct execution, building AI-native, scalable programs that drive gross revenue retention (GRR) and net revenue retention (NRR) without linear headcount scaling.
Key responsibilities include:
- Develop and execute strategy to drive product adoption, user engagement, and lifetime customer value across multi-region customer segments
- Take full ownership of the SoSafe Education Program, defining its roadmap, curriculum strategy, and rollout execution with dedicated support
- Design and deploy program-driven retention strategies that directly impact GRR and NRR performance across global accounts
- Lead, mentor, and coach a multilingual global team of individual contributors while maintaining proximity to execution
- Foster a culture focused on accountability, data-driven decisions, and operational excellence
- Build scalable frameworks, workflows, and automated processes for consistent program quality across regions
- Leverage AI tools, automation, and customer analytics to optimize program efficiency and scale output
- Partner with Customer Success, Marketing, Product, and Sales to eliminate friction in customer journeys
- Own program-level KPIs including adoption, engagement, and retention impact with clear linkage 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 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; comfort getting into details, building from scratch, and solving complex problems
- Ability to redesign programs from first principles using AI and automation
- High degree of self-awareness, openness to real-time feedback, and history of working through complex challenges in fast-paced environments
- Excellent written and verbal communication skills with ability to distill complex strategies into clear action plans
Nice to have:
- Experience scaling customer programs in fast-growing, mid-stage SaaS environment ($75M+ ARR)
- Experience in cybersecurity industry
- Fluency in German or additional European languages
