Director of Customer Programs

SoSafe

. Develop and directly execute strategies to drive product adoption, user engagement, and customer lifetime value across long-tail, multi-region customer segments .

Posted 11/11/2026full-timeBarcelona • SpainLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer education programs that drive product adoption and retention metrics, leveraging AI tools and automation technologies. Proven ability to lead and mentor multilingual teams while collaborating across departments to enhance customer journeys.

Highest-signal resume keywords

Customer Success ManagementProgram DevelopmentGRR and NRR AccountabilityAI and Automation ImplementationLeadership in SaaS Environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program StrategyCustomer AnalyticsRetention StrategiesCurriculum DevelopmentKPI ManagementWorkflow AutomationExperimentationProblem SolvingSaaS MetricsMultilingual Communication

Soft Skills

LeadershipMentoringCommunicationSelf-AwarenessFeedback Openness

Tools & Technologies

AI ToolsAutomation TechnologiesCustomer Success PlatformsAnalytics SoftwareCollaboration Tools

Industry Keywords

Customer EducationCybersecuritySaaS EnvironmentCustomer EngagementGlobal Accounts

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Develop and directly execute strategies to drive product adoption, user engagement, and customer lifetime value across long-tail, multi-region customer segments
Own the strategy and operations of the SoSafe Education Program, including roadmap, curriculum strategy, and rollout execution
Design and deploy program-driven retention strategies impacting GRR and NRR targets across global accounts
Lead, mentor, and coach a multilingual global team of individual contributors
Build scalable frameworks, workflows, and automated processes for consistent program quality across regions
Leverage AI tools, automation technologies, and customer analytics to improve efficiency and scale output
Partner with Customer Success, Marketing, Product, and Sales to improve customer journeys and align priorities
Manage handoffs between community/advocacy initiatives and education programs
Own program-level KPIs including adoption, engagement, and retention impact
Run experiments and establish links between program activity and GRR/NRR movement

Requirements

What you’ll need

5+ years of direct leadership experience managing customer success, customer education, or customer programs teams in a SaaS environment
Demonstrated track record of success
Proven experience holding accountability for or directly driving GRR and NRR metrics through scalable program execution
Strong balance of strategic vision and active execution
Experience building programs from scratch and solving complex problems
Ability to redesign programs using AI and automation
High degree of self-awareness and openness to real-time feedback
History of working through complex challenges in fast-paced environments
Excellent written and verbal communication skills
Nice to have: experience scaling customer programs in a fast-growing, mid-stage SaaS environment ($75M+ ARR)
Nice to have: experience in the cybersecurity industry
Nice to have: fluency in German or additional European languages
Fluency in English required
Must be based in Barcelona and eligible to work in Spain

Benefits

Comp & perks

Flexible hours
33 vacation days
Parental leave support
Access to Open Up
Corporate discounts
Wellbeing and fitness benefits
Virtual events
Collaborative team activities
Opportunities for local meet-ups
Tech equipment
Referral bonuses
Individual development budget
Dog-friendly HQ