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 executionDevelop 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 & OperationsLead, 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 AlignmentLeverage 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 HaveExperience scaling customer programs in a fast-growing, mid-stage SaaS environment ($75M+ ARR). Expe