Junior Customer Success Manager (Spain)

Stoïk; Madrid; On-site; EUR 42,000 - 68,000; Full time

Job summary

Stoïk is expanding in Spain and seeks a Customer Success Manager who is cyber-savvy and business-driven to build strong relationships with clients and brokers in Spain, coordinating with Cyber Sales, Product and Tech teams for a seamless experience.

The role emphasizes cyber tools implementation, MDR and Email Security activation, onboarding, SLA adherence, and driving cross-sell opportunities to grow Stoïk Protect adoption and customer lifetime value.

Qualifications

• 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; 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.

Responsibilities

• Cyber tools implementation (60%): onboarding, setup of prevention tools, early adoption, and basic support.
• Drive activation of MDR and Email Security for Managed Services.
• Provide cyber support through ticketing and uphold SLA for Stoïk Protect.
• Contribute to onboarding improvements to boost implementation rates and engagement.
• Gather feedback to inform Product and Operations roadmaps.
• Cross-sell detection for Managed Services: identify opportunities and work with Cyber Sales.
• Build playbooks to systematize cross-sell detection and maximize CLV through renewals.

Skills

SaaS / Tech

Customer-facing

Cross-sell / Upsell

Retention

Communication

Analytical

Spanish & English

Job description

Position Overview

• 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.

• 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.

• Key Responsibilities

  • 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 insure 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.

• Qualifications

  • 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

  • Screening call with Léna Talent Acquisition Manager - 30min

  • Call with Laura (CSM Lead Spain) - 30min

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

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

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