Director of Customer Programs

SoSafe GmbH; Berlin, Köln; Remote; EUR 120,000 - 180,000; Full time

Benefits offered by this job

33 vacation days

Parental leave

Open Up and Wellbeing discounts

Team events and dev budget

Dog-friendly HQ

Job summary

SoSafe GmbH in Berlin seeks a Director of Customer Programs to design, scale, and execute global customer engagement initiatives, including the SoSafe Education Program, across multi-region markets.

You will lead a multilingual team, own program KPIs like adoption, engagement, and retention, and push AI-enabled automation to improve GRR/NRR while partnering with Marketing, Product, and Sales.

Qualifications

• 5+ years of direct leadership experience managing customer success, customer education, or customer programs teams in a SaaS environment.
• Proven experience driving GRR/NRR metrics through scalable programs.
• Experience designing and scaling AI-enabled or automated program solutions.
• Leadership of multilingual, global teams across multiple regions.
• Strong written and verbal communication to distill strategy into action.

Responsibilities

• Develop and execute a global strategy to drive product adoption, user engagement, and lifetime value across a multi-region customer segment.
• Own and rollout the SoSafe Education Program, including roadmap and curriculum strategy.
• Design retention strategies that impact GRR and NRR across global accounts.
• Lead, coach, and build scalable processes for a multilingual team across regions.
• Partner with Marketing, Product, and Sales to align priorities and smooth customer journeys.

Skills

Leadership

Customer success

Program management

Revenue ownership

AI/automation

Multilingual team leadership

Cross-functional collaboration

Written communication

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 organisations turn their employees into their strongest line of defence.

Backed by leading VCs like Highland Europe and Global Founders Capital, we’re rapidly expanding across the globe. We’re looking for team players who want to drive meaningful change in cybersecurity, take ownership of their work, and grow with us.

If you thrive in a vibrant, purpose-driven environment that values innovation, diversity, and collaboration, then this is the place for you!