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Customer Success Manager (Spain)

Stoïk
7 days ago
Full-time
On-site
Paris, Ile-de-France, France
Customer Success Manager

Position Overview

  • As we expand our operations in Spain, we are looking for a Customer Success Manager who is both cyber-savvy and business-driven.

  • If you’re passionate about cybersecurity, enjoy helping customers succeed, and thrive when turning satisfaction into growth through cross-sell and upsell initiatives, we want to meet you.

  • Your main focus will be to build strong relationships with your clients and ensure their satisfaction, while identifying opportunities to further support them with our cybersecurity solutions.

  • You will be part of the Customer Success team, building strong relationships with customers and brokers in Spain, while coordinating with Cyber Sales, Product, and Tech teams to deliver a seamless experience.

  • Key Responsibilities

    • Cyber tools implementation (60%)

      • Guide customers through onboarding after purchasing a cyber insurance policy. Set up their prevention tools (external scan, phishing campaign simulations and training, Active Directory scan, cloud scan) and ensure early adoption.

      • For Managed Services customers, drive successful activation of MDR (Managed Detection & Response) and Email Security solutions.

      • Deliver basic and advanced cyber support with a ticketing process for all inquiries related to Stoïk Protect implementation and usage. You’ll handle a high volume of client interactions, and respect our SLA to insure a top customer satisfaction rate.

    • Project Management (20%)

      • Contribute to the improvement of our onboarding experience to boost implementation rates and engagement with Stoïk Protect.

      • Gather structured feedback from clients and brokers to inform Product and Operations roadmaps.

      • Build and maintain a strong understanding of Stoïk’s ecosystem (Cyber, Product, Sales, Marketing) to ensure seamless collaboration.

      • Cross-sell detection for Managed Services (20%)

        • Identify and qualify cross-sell opportunities within your portfolio by leveraging high satisfaction on Stoïk Protect. For that, collaborate closely with the Cyber Sales team to convert qualified leads into business, ensuring a smooth handover and respecting intermediary principles.

        • Build playbooks and feedback loops to systematize cross-sell detection, using product usage data and client feedback to spot patterns.

        • Partner with brokers and internal stakeholders to maximize client lifetime value (CLV) through renewals and service expansion.

  • Qualifications

    • Proven experience in SaaS/ Tech, ideally in a customer-facing or success-driven role. Experience in cybersecurity or insurance is a plus.

    • Demonstrated ability to drive commercial outcomes (cross-sell, upsell, retention) through relationship management.

    • Excellent communication, presentation, and interpersonal skills, with a customer-first mindset.

    • Analytical and process-oriented approach; you know how to translate customer insights into business opportunities.

    • Business proficiency in Spanish and English (French is a plus).

    • Based in Madrid or Barcelona.

  • Hiring Process

    • Screening call with Léna Talent Acquisition Manager - 30min

    • Call with Laura (CSM Lead Spain) - 30min

    • Onboarding mock-up call with Agathe (Head of CSM), Laura (CSM Lead Spain) - 45min

    • IT/cyber basic test with a Cybersecurity Engineer - 30 min

    • Cultural fit with Founders & Spanish Country Manager - 15 min each