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SoSafe is a rapidly growing human risk management and cybersecurity awareness platform backed by leading VCs (Highland Europe, Global Founders Capital). The company helps organizations address the human factor in cybersecurity through behavioral science and data-driven training.
In this role, you will develop, manage, and execute scalable customer engagement programs focused on adoption, retention, and growth for SoSafe's SMB and low-touch customer base (500–1,000 accounts). You'll work across the customer lifecycle from onboarding through renewals, designing repeatable, scalable programs that can be applied across the broader Customer Success organization.
Key responsibilities include:
- Monitor customer health and launch scaled campaigns to drive upsells and retention
- Analyze data to identify common challenges and proactively suggest process improvements
- Create and iterate 1-to-many engagement programs (email campaigns, office hours, webinars, targeted consultations) that drive customer results at scale
- Partner with Customer Success Managers, Account Executives, Product, and Marketing teams
- Build and maintain processes to track customer health using internal dashboards and Salesforce, identifying risks and opportunities
- Serve as an operational champion, ensuring data hygiene across CS tools
- Coordinate with product marketing and technical teams to deliver training and informational content
- Automate CS processes including lifecycle management and maturity modeling
You'll focus on scalability, repeatability, and reach—developing processes that benefit the entire Customer Success organization as they scale to mid-market and enterprise segments.
REQUIREMENTS:
- 1+ years of experience in customer-facing inside sales, customer success, BDR, or product marketing roles
- Experience with SaaS tech stack (Salesforce, Highspot, Planhat, AI tools, etc.)
- Diplomacy, tact, and poise when managing customer issues and escalations
- Solution-driven mindset with ability to leverage data to support hypotheses and deliver results
- Comfortable demonstrating product functionality and providing comprehensive overviews of business use cases
- Self-motivated, proactive team player with innovative ideas
- German and English business proficiency (Dutch is a plus)
Nice to have:
- Project Management certifications (Prince2, PMI, or equivalent)
