Director of Customer Programs

<p style="min-height:1.5em">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 &gt;$10 trillion annually and growing by 15% p.a. - we invite you to be part of the solution!</p><p style="min-height:1.5em">As <strong>Director of Customer Programs</strong>, 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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><h2><strong>Here's how you'll make a difference:</strong></h2><h3><strong>Strategic Leadership and execution</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Develop and directly execute a strategy to drive product adoption, user engagement, and lifetime customer value across a long-tail, multi-region customer segment.</p></li><li><p style="min-height:1.5em">Take full strategic and operational ownership of the new <strong>SoSafe Education Program</strong>, defining its roadmap, curriculum strategy, and rollout execution, supported by 1 fully dedicated individual</p></li><li><p style="min-height:1.5em">Personally design and deploy program-driven retention strategies that directly impact GRR and NRR performance targets across global accounts.</p></li></ul><h3><strong>Team Leadership, Coaching &amp; Operations</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Lead, mentor, and actively coach a multilingual, global team of individual contributors, maintaining proximity to the work and leading by example.</p></li><li><p style="min-height:1.5em">Foster a high-bar culture focused on individual accountability, coachability, data-driven decisions, and operational excellence.</p></li><li><p style="min-height:1.5em">Build scalable frameworks, workflows, and automated processes to ensure consistent program quality across global regions.</p></li></ul><h3><strong>AI, Technology &amp; Cross-Functional Alignment</strong></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Leverage AI tools, automation technologies, and customer analytics to streamline workflows, optimize program efficiency, and scale output.</p></li><li><p style="min-height:1.5em">Partner closely with the broader Customer Success team, Marketing, Product, and Sales to eliminate friction in customer journeys and align strategic priorities.</p></li><li><p style="min-height:1.5em">Collaborate with Marketing to manage clear handoffs between community/advocacy initiatives and educatio