Director of Customer Programs

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: