Team Lead 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

**Your mission**:
Are you a people-person who thrives on helping others grow and succeed? Do you enjoy coaching, sharing your knowledge, and setting your peers up for success
- while still staying close to customers yourself? This newly created “player-coach” role offers the chance to combine customer ownership with junior leadership responsibilities. Reporting directly to the Customer Success Director, you’ll guide and support a small team of CSMs, while also managing your own portfolio of strategic accounts
- making a measurable impact on both your customers and your colleagues. And all of this while contributing to one of the most exciting industries in digitalisation, helping to make the internet a little bit safer, together with a highly motivated team. Then we have just the role for you...

**Here's how you'll make a difference**:

- Act as a “player-coach” by balancing direct customer ownership with leadership responsibilities
- Guide and support a team of Customer Success Managers by driving performance through coaching, development, and clear accountability for team and individual goals (e.g. gross retention, upsell pipeline generation), while identifying growth opportunities for each team member
- Clearly communicate the company vision, strategy, and goals within your Customer Success team
- Collaborate closely with sales leadership to ensure a cohesive strategy for the region
- Spot knowledge gaps and training needs to set your team up for success, while identifying opportunities for process and tooling improvements (e.g. workflows, systems)
- Assess and gather data and trends to identify targeted strategies and actionable initiatives for the French market
- Manage a portfolio of 15-20 top strategic accounts in the region
- Build and nurture long-term relationships with customers through tailored engagement and success plans, acting as a trusted advisor, leading commercial conversations, and driving adoption, upsells, and renewals
- Plan and lead business reviews and targeted campaigns, represent the voice of the customer internally, and cultivate advocacy by turning satisfied clients into brand champions

**What makes you a great fit**:

- 3+ years of experience in a senior Customer Success role (or similar function)
- Experience in a fast-growing digital company, ideally B2B, SaaS, and enterprise-focused
- Strong sense of ownership and personal accountability
- Empathetic and people-oriented, able to build trust-based relationships internally and externally while motivating and inspiring others
- Proven account management success in a commercial role, owning full-cycle renewals and driving account growth
- Naturally curious, asking questions to deeply understand customers’ goals and challenges
- Resilience and grit, with the ability to stay effective and solution-oriented in complex or uncertain situations
- Confident communicator and presenter, able to influence senior stakeholders and collaborate effectively across teams
- Previous experience mentoring or coaching colleagues (formally or informally) is a strong plus
- You're happy to travel ~30% of the time for customer onsites and industry events
- Fluent in English and French; Spanish or Italian fluency is a strong plus
- Based in Paris or within a reasonable commute to our 9th arrondissement office to work closely with the local team

**What we offer**
- Work/Life balance: flexible hours, 33 vacation days
- Wellbeing and Financial support: Open Up, Corporate Discounts
- Coming together for moments that matter: annual company off-site, team events, local meet-ups
- And the list goes on: Learning & Development Allowance, Tech Equipment, Referral Bonuses, Dog Friendly HQ
- _Perks and Benefits listed above are for full-time employees and can vary slightly by office location. These are just a sample; you’ll learn about more benefits offered 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 defence.

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