Customer Success Manager

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.

You will play a key role at the crossroads between customer satisfaction and business development
, ensuring our clients make the most of Stoïk Protect while identifying opportunities to extend their protection with our advanced cyber 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

  • 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.

• Cross-sell detection for Managed Services

  • 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.

• Project Management

  • 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.

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