management

SoSafe GmbH

<div>We're seeking a dynamic and experienced Customer Success Operations Manager to help shape and execute the Operations strategy of our Customer Success department, which includes Customer Success Management, Implementation, and Customer Support, and co-own all processes related to our Customer Lifecycle. Your focus will be working together with the Senior Revenue Operations Manager to continue to build out the systems and operational foundation for our Customer Success department. You will conceptualize system features and workflows to make our processes more efficient and drive analyses to maximize customer value and boost Net Revenue Retention Your mission <ul> <li>Workflow Management: Co-own and enhance our Salesforce workflows covering Implementation, Renewal, and Expansion phases. Conceptualize and implement improvements in collaboration with the Business Systems team to streamline customer lifecycle processes.</li> <li>Scaled CS Strategy Contribution: Partner with the Head of Customer Programs and other key stakeholders to optimize 1:M Customer Success workflows. Your role is critical in ensuring these workflows are efficient and effective in driving customer satisfaction and loyalty.</li> <li>Platform Governance: Take responsibility for the integrity and functionality of our Customer Success Platform. This involves overseeing data quality, architecture, integrations, automations, and ensuring the platform aligns with our business objectives.</li> <li>Performance Metrics and Analysis: Co-manage the reporting and analysis of Customer Success efficiency metrics. Work collaboratively to identify areas for improvement and develop actionable plans to address identified inefficiencies.</li> <li>Functional Strategy Definition: Assist in defining and executing the Customer Success Strategy in conjunction with the VP of Customer Success and the Senior Revenue Operations Manager. Your insights and expertise will be vital in shaping the direction of our Customer Success efforts</li> </ul>   Your profile <ul> <li>Professional Experience: Minimum of 2 years in a revenue operations, sales operations, or business operations role, preferably within a B2B SaaS environment. </li> <li>Communication and Collaboration Skills: Proven ability to effectively communicate and collaborate with management-level stakeholders and team members.</li> <li>Process and Systems Expertise: Experience in process design and optimization, particularly related to the post-sales customer journey, is crucial. Proficiency in leveraging iPaaS solutions (e.g., Zapier, n8n) and a basic understanding of RESTful APIs and Webhooks for workflow automation and data integration is expected.</li> <li>Technical and Analytical Orientation: A strong bias toward automation and reducing administrative overhead to increase efficiency and improve margins. Critical and systems thinking ability is highly valued.</li> <li>SaaS and Product Analytics Knowledge: Significant experience with GTM SaaS solutions (SFDC, Hubspot, Planhat, Jira) and familiarity with product analytics solutions (e.g., Mixpanel, Amplitude) is required. This knowledge is key to optimizing Customer success workflows.</li> <li>Educational Background: A university degree in economics, information systems, business administration, or an engineering/technical discipline.</li> <li>Data Management Skills: Experience with SQL, data warehouses (e.g., Redshift, Snowflake), and data visualization tools (e.g., Metabase, Apache Superset, Tableau) is advantageous.</li> </ul> Why Us?  At SoSafe, you'll be part of a cybersecurity team that thrives on innovation, safeguarding organizations against evolving threats and making the digital world a safer place. You will have the opportunity to make a real impact, surrounded by a dynamic and supportive team and environment committed to your professional growth.   What we offer:   Work-Life Balance:  <ul> <li>Flexible hours </li> <li>33 vacation days </li> </ul> Work Environment:  <ul> <li>WeWork Access </li> <li>State-of-the-art tech </li> <li>Annual company off-site </li> <li>Networking events </li> </ul> Healthcare:  <ul> <li>OpenUp </li> <li>Private Health Care with BUPA (including dental) </li> </ul> Other Perks:  <ul> <li>Pension Scheme </li> <li>Referral bonus </li> <li>Learning &amp; Development Allowance </li> </ul> About Us  We are one of the fastest-growing security awareness scale-ups worldwide. By putting people first and focusing on behavioral science, we are disrupting the status-quo of Cyber Security.  Backed by strong VC funding by those such as Highland Europe and Global Founders Capital, we are looking for more motivated team players who will assist us with our ambitious mission and international expansion. At SoSafe, you will take ownership for your work and your growth, taking your career to the next level! If you want to have an impact and are looking to contribute in meaningful ways within an open-minded environment that values diversity and community, SoSafe might just be the right place to work for you!  Are you our next Cyber Security Hero?  Join us on our journey to make the digital world a safer place! </div>

Customer Success Operations Manager (m/f/d)

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