Customer Success Manager

About SoSafe

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 predicted to cost the world $10.5 trillion annually by 2025 - we invite you to be part of the solution!

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!

Your Impact as a Customer Success Manager

As a Customer Success Manager, you are the primary advocate for our Spanish and Italian customers, dedicated to ensuring they derive maximum value from the SoSafe product suite. Your mission is to bridge the gap between our technology and the customer's security goals, acting as a trusted advisor rather than a vendor. By focusing on adoption and strategic alignment, you transform the user experience into measurable business impact, fostering deep-rooted loyalty through proven success.

Key Responsibilities

• Driving Strategic Success: Proactively partnering with customers to define clear success criteria and building tailored engagement plans to achieve their security awareness goals.
• Advisory & Consultation: Advising customers on best practices for cybersecurity awareness, helping them design and execute effective internal safety cultures.
• Value Demonstration: Heading impactful Business Reviews that move beyond metrics to demonstrate the tangible ROI and security improvements SoSafe provides.
• Championing the User: Serving as the "Voice of the Customer" by synthesizing user feedback and sharing actionable insights with the Product Development team to influence our roadmap.
• Outcome Management: Monitoring health scores and adoption trends to proactively support customers who are not yet realizing the full potential of the platform.
• Advocacy & Community: Cultivating strong relationships that turn satisfied users into brand advocates, identifying opportunities for case studies and reference sharing.
• Campaign Management: Guiding customers through the deployment of awareness campaigns, ensuring they are optimized for high engagement and behavioral change.

What Makes You a Great Fit

• User-Centric Passion: You possess a deep-seated drive to find a solution to problems and a genuine passion for helping customers achieve their desired outcomes.
• Experience: 2+ years of experience in Customer Success, Account Management, or Consulting, with a proven track record of driving product adoption and communicating value delivery.
• Communication Mastery: Excellent written and spoken Spanish and English (Italian also would be an advantage), with the experience to articulate complex security concepts to both technical and non-technical stakeholders.
• Analytical Thinking: You excel at translating technical features into business benefits and can use data to tell a compelling story about customer progress.
• Stakeholder Management: You are adept at navigating complex organizations and handling multiple internal and external stakeholders across various projects.
• SaaS Savvy: Experience working within a SaaS environment and a high level of curiosity regarding evolving technology and the cybersecurity landscape.
• Collaborative Spirit: You thrive in a scale-up team environment where continuous learning and knowledge sharing are prioritized.

What SoSafe Offers

• Work/Life balance: Flexible hours, 33 vacation days.
• Wellbeing and financial support: Access to Open Up, corporate discounts.
• Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups.
• And the list goes on: Tech equipment, referral bonuses, 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.

Key skills/competency

• Customer Success
• Account Management
• Cybersecurity Awareness
• SaaS Environment
• Stakeholder Management
• Value Demonstration
• Product Adoption
• Multilingual Communication (Spanish, English)
• Analytical Thinking
• Behavioral Change