Junior Customer Success Manager (ES)

Stoïk; Madrid; On-site; EUR 36,000 - 54,000; Full time

Job summary

Stoïk is expanding its Customer Success team in Spain and is seeking a Customer Success Manager to build strong relationships with clients and brokers in Madrid or Barcelona. You will coordinate with Cyber Sales, Product, and Tech to deliver a seamless experience and drive adoption of Stoïk Protect and related cybersecurity solutions.

The role focuses on onboarding, enabling prevention tools, and driving cross-sell opportunities through exceptional relationship management, communication, and a

Qualifications

• Proven first experience in SaaS/ tech, ideally in a customer-facing role.
• Demonstrated ability to drive commercial outcomes (cross-sell, upsell, retention) through relationships.
• Excellent communication, presentation, and interpersonal skills, customer-first mindset.
• Analytical and process-oriented; translate customer insights into opportunities.
• Business proficiency in Spanish and English; French is a plus.

Responsibilities

• Cyber tools implementation (60%): onboard customers, set up prevention tools and ensure adoption; manage high-volume client inquiries per SLA.
• Project Management (20%): improve onboarding, gather feedback to inform roadmaps, ensure cross-functional collaboration.
• Cross-sell detection for Managed Services (20%): identify opportunities, collaborate with Cyber Sales to convert leads, optimize renewals and expansion.

Skills

SaaS/ Tech experience

Customer-facing

Cross-sell

Upsell

Spanish-English

Job description

About Stoïk

Stoïk protects European SMEs and mid-sized companies against cyber risk. Founded in 2021, Stoïk is a cyber insurer that combines cyber insurance with our own security tools, managed services and an in-house incident response team (CERT), so we support companies before, during and after an attack. Our CERT sees first-hand which attacks cost companies money, and that shapes the prevention we build.

Our ambition: become the CISO of Europe.

• 15,000+ companies protected across 7 European markets

• 2,000+ broker partners

• 300+ incidents handled by our CERT every month

• 200+ people, backed by €70m+ from a16z, Alven and Munich Re

The team

You will be part of the Customer Success team, building strong relationships with customers and brokers in Spain, while coordinating with Cyber Sales, Product, and Tech teams to deliver a seamless experience.

What you'll do

As we expand our operations in Spain, we are looking for a Customer Success Manager who is both cyber-savvy and business-driven.

If you’re passionate about cybersecurity, enjoy helping customers succeed, and thrive when turning satisfaction into growth through cross-sell and upsell initiatives, we want to meet you.

Your main focus will be to build strong relationships with your clients and ensure their satisfaction, while identifying opportunities to further support them with our cybersecurity solutions.

Cyber tools implementation (60%)

• Guide customers through onboarding after purchasing a cyber insurance policy. Set up their prevention tools (external scan, phishing campaign simulations and training, Active Directory scan, cloud scan) and ensure early adoption.

• For Managed Services customers, drive successful activation of MDR (Managed Detection & Response) and Email Security solutions.

• Deliver basic and advanced cyber support with a ticketing process for all inquiries related to Stoïk Protect implementation and usage. You’ll handle a high volume of client interactions, and respect our SLA to ensure a top customer satisfaction rate.

Project Management (20%)

• Contribute to the improvement of our onboarding experience to boost implementation rates and engagement with Stoïk Protect.

• Gather structured feedback from clients and brokers to inform Product and Operations roadmaps.

• Build and maintain a strong understanding of Stoïk’s ecosystem (Cyber, Product, Sales, Marketing) to ensure seamless collaboration.

Cross-sell detection for Managed Services (20%)

• Identify and qualify cross-sell opportunities within your portfolio by leveraging high satisfaction on Stoïk Protect. For that, collaborate closely with the Cyber Sales team to convert qualified leads into business, ensuring a smooth handover and respecting intermediary principles.

• Build playbooks and feedback loops to systematize cross-sell detection, using product usage data and client feedback to spot patterns.

• Partner with brokers and internal stakeholders to maximize client lifetime value (CLV) through renewals and service expansion.

What we're looking for

• Proven first experience in SaaS/ Tech, ideally in a customer-facing or success-driven role. Experience in cybersecurity or insurance is a plus.

• Demonstrated ability to drive commercial outcomes (cross-sell, upsell, retention) through relationship management.

• Excellent communication, presentation, and interpersonal skills, with a customer-first mindset.

• Analytical and process-oriented approach; you know how to translate customer insights into business opportunities.

• Business proficiency in Spanish and English (French is a plus).

• Based in Madrid or Barcelona.

Hiring process

1. Screening call with Léna Talent Acquisition Manager - 30min

2. Call with Laura (CSM Lead Spain) - 30min

3. Onboarding mock-up call with Agathe (Head of CSM), Laura (CSM Lead Spain) - 45min

4. IT/cyber basic test with a Cybersecurity Engineer - 30 min

5. Cultural fit with Founders & Spanish Country Manager - 15 min each