Senior Director Customer Success

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!

As a Senior Director of Customer Success at SoSafe, you will play a pivotal role in shaping and leading strategic initiatives that enhance customer satisfaction, retention and growth. Your primary responsibility will be to oversee the customer success team, ensuring that customers achieve their desired outcomes while maximising the value of our solutions. This position offers a unique opportunity to drive change, innovate processes, and make a significant impact on the customer experience.

Here's how you'll make a difference:

• Define and execute the overarching Customer Success strategy, ensuring alignment with company goals for Gross Retention and customer growth across the global customer base.
• Continuously refine and standardise the end-to-end customer journey, including onboarding, adoption, proactive engagement, and renewal/expansion processes, to ensure consistency and efficiency across all teams.
• Directly manage and mentor a team of CSM team leaders, fostering a high-performance culture and ensuring the professional development and effectiveness of the 55+ individual CSM contributors.
• Lead the recruitment, hiring, and organisational design efforts for the Customer Success department, ensuring the team structure and talent pipeline can scale effectively with business growth.
• Drive the effective utilisation of Customer Success platforms and CRM tools to manage workflows, track customer health, and provide actionable insights for the CSM teams.
• Own the Customer Success reporting framework, translating raw performance data into clear insights for executive stakeholders.
• Act as a key liaison between Customer Success and other departments (e.g., Sales, Product, Marketing, Support, Enablement) to ensure the voice of the customer is represented and internal processes effectively support customer outcomes and success.
• Monitor and analyse customer feedback to identify systemic friction points and opportunities. Act as an internal champion of customer needs, ensuring that key insights inform and influence executive-level decision-making across Product, Sales, and Marketing strategies.

What makes you a great fit:

• 8+ years of experience in customer success, or related fields.
• Proven track record of leading and scaling customer success teams in a SaaS environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, leadership, and interpersonal skills.
• Strong coaching methodology, and a passion for people development.
• Proficiency in CRM software and customer success platforms.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong problem-solving skills and a passion for customer success.
• Work/Life balance: Flexible hours, 33 vacation days
• Proven track record of leading and scaling customer success teams in a SaaS environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, leadership, and interpersonal skills.
• Strong coaching methodology, and a passion for people development.
• Proficiency in CRM software and customer success platforms.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong problem-solving skills and a passion for customer success.
• Work/Life balance: Flexible hours, 33 vacation days

What We Offer*

• 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
• 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.

About Us

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 defense.

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!