Junior Customer Programs Manager DACH (m/w/d)
Job description
Customer Success role in the Customer Programs team, developing and running scalable 1-to-many engagement programs for SMB and low-touch customers to drive adoption, retention and upsells.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Languages
- German – fluent, English – fluent, Dutch
What you'll do
- Monitor the customer health score of existing customers and launch scaled campaigns to increase upsells and retention.
- Analyze data to identify common challenges, proactively propose process improvements and share best practices.
- Create, manage and further develop 1:many programs and initiatives for scalable retention strategies such as email campaigns and office hours.
- Work closely with CSMs, AEs, product and marketing teams to foster 1:many experiences within the assigned customer base.
- Build processes to ensure customer satisfaction at scale, using internal dashboards and metrics to spot risks and opportunities across 500 to 1,000 accounts.
- Act as operational champion and role model for data hygiene in internal CS tools such as Salesforce.
What we're looking for
- At least 1 year of experience in a customer-facing role (inside sales, customer success, BDR or product marketing).
- Experience with common SaaS tech stacks such as Salesforce, Highspot, Planhat and AI tools.
- Diplomatic skill, tact and confidence under pressure, especially when handling customer issues and escalations.
- Solution-oriented mindset and enjoyment in using data to support hypotheses and achieve results.
- Confidence demonstrating product features to a larger online audience after onboarding, and ability to give an overview of key business use cases.
- Self-motivated, proactive team player with innovative ideas to drive customer growth, loyalty and product adoption.
- Fluent German and English; Dutch is a plus.
Nice to have
- Project management certifications such as Prince2, PMI or comparable.
Your team
Customer Programs Team
Responsible for accompanying mid-market customers from onboarding to renewal through ad-hoc calls, webinars and 1-to-many interactions.
Benefits
- Flexible working hours, 33 days of vacation and additional financial support during parental leave.
- Access to the Open-Up app, employee discounts and wellbeing and fitness benefits with Urban Sports Club.
- Virtual events, joint team activities and opportunities for local meetups.
- Technical equipment, referral bonuses, an individual training budget and a dog-friendly office.
Apply
Direct apply at SoSafe
Opens the job posting at SoSafe
About SoSafe
We at SoSafe aim to become the leading provider of Human Risk Management solutions in Europe.
SoSafe is one of the fastest-growing security awareness scale-ups worldwide, using behavioral science insights and data-driven learning to protect people against cyber threats.
Mission
Making the digital world safer by putting the human factor at the center of cybersecurity.
Key facts
- Cybercrime costs the world more than $10 trillion annually, with costs rising 15% per year.
- The award-winning awareness platform helps companies achieve sustainable behavior change through interactive cybersecurity and data protection training.
- Backed by leading VCs such as Highland Europe and Global Founders Capital, expanding worldwide at rapid pace.
Partners & customers
What they value
- Innovation, diversity and collaboration.
- Team players who drive meaningful change in cybersecurity, take responsibility and want to grow with us.