Director of Customer Programs

Job description

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, o…