Director of Customer Programs

Academic Key; Berlin; Hybrid; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Flexible hours

33 vacation days

Parental leave support

Wellbeing benefits

Dog-friendly HQ

Job summary

SoSafe in Berlin is seeking a Director of Customer Programs to design, scale, and execute global customer engagement and education initiatives. You will own the SoSafe Education Program, set the vision, roadmap, curriculum, and rollout across regions, measuring impact on adoption, retention, and revenue.

Lead a multilingual team, partner with Marketing, Product, Sales, and CS to streamline journeys, inject AI and automation, and drive GRR/NRR movement.

Qualifications

• 5+ years of direct leadership experience in SaaS customer success, customer education, or customer programs.
• Track record of driving GRR/NRR or related metrics through scalable programs.
• Ability to design and scale cross-functional programs with AI/automation support.

Responsibilities

• Develop and execute the SoSafe Education Program roadmap and curriculum.
• Lead a multilingual global team of ICs and align with Marketing, Product, and Sales.
• Define program KPIs and drive adoption, engagement, and retention across regions.
• Introduce experiments and AI-driven processes to improve program efficiency.
• Partner with cross-functional teams to ensure smooth handoffs and measurable impact on revenue.

Skills

Leadership

Revenue ownership

Strategic thinking

AI & automation

Written communication

Tools

AI tools

Automation platforms

Job description

SoSafe has the ambition to become the leading human risk management provider in Europe. Our award-winning awareness platform triggers behavioural change by providing effective and engaging training and simulations on cybersecurity and data protection. Cybercrime is costing the world >$10 trillion annually and growing by 15% p.a. - we invite you to be part of the solution! As Director of Customer Programs , you will serve as a high-impact, hands‑on strategic leader responsible for designing, scaling, and executing global customer engagement and educational initiatives. We are looking for an impact‑seeker—someone driven by the scope of customer outcomes and revenue expansion. Leading a global team of individual contributors across international markets, you will bridge the gap between high‑level strategy and direct execution. You build the engine, not just run it: scaled, AI‑native programs that lift GRR/NRR across the long tail without scaling headcount linearly. You will take personal ownership of defining, launching, and scaling our strategic flagship initiative: the SoSafe Education Program. You will treat this initiative as a business you’re launching: define the case, the targets, the pilots, and fine tune to what moves the needle. Here’s how you’ll make a difference: Strategic Leadership and execution Develop and directly execute a strategy to drive product adoption, user engagement, and lifetime customer value across a long-tail, multi-region customer segment. Take full strategic and operational ownership of the new SoSafe Education Program , defining its roadmap, curriculum strategy, and rollout execution, supported by 1 fully dedicated individual Personally design and deploy program-driven retention strategies that directly impact GRR and NRR performance targets across global accounts. Team Leadership, Coaching & Operations Lead, mentor, and actively coach a multilingual, global team of individual contributors, maintaining proximity to the work and leading by example. Foster a high-bar culture focused on individual accountability, coachability, data-driven decisions, and operational excellence. Build scalable frameworks, workflows, and automated processes to ensure consistent program quality across global regions. AI, Technology & Cross-Functional Alignment Leverage AI tools, automation technologies, and customer analytics to streamline workflows, optimize program efficiency, and scale output. Partner closely with the broader Customer Success team, Marketing, Product, and Sales to eliminate friction in customer journeys and align strategic priorities. Collaborate with Marketing to manage clear handoffs between community/advocacy initiatives and education programs. Own program-level KPIs such as adoption, engagement and retention impact. Add experiments and a clear link from program activity to GRR/NRR movement. What makes you a great fit: Proven Leadership: 5+ years of direct leadership experience managing customer success, customer education, or customer programs teams in a SaaS environment with a demonstrated track record of success Revenue Ownership: Proven experience holding accountability for or directly driving GRR and NRR metrics through scalable program execution. "Doing" Manager Mindset: Strong balance of strategic vision and active execution—you enjoy getting into the details, building from scratch, and solving complex problems yourself. Technological Edge: Redesign programs from first principles with AI and automation, and question what should still be manual. Coachability & Resilience: High degree of self-awareness, openness to real-time feedback, and a history of working through complex challenges in fast-paced environments. Written Precision & Communication: Excellent written and verbal communication skills, with the ability to distill complex strategies into clear plans of action. 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 What we offer* Work/Life balance: Flexible hours, 33 vacation days, and parental leave support Wellbeing and financial support: Access to Open Up, Corporate Discounts, Wellbeing & Fitness Benefits Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups And the list goes on: Tech equipment, referral bonuses, an individual development budget, dog-friendly HQ *Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you’ll learn more during the interview process. About Us At SoSafe, we’re on a mission to make the digital world safer by addressing the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organis

Director of Customer Programs

SoSafe · Berlin

Full Time

Academic Key will never request login credentials or application fees for this role.