Position Overview

• As we expand our operations in the DACH region, 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 Germany and Austria, 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, 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.

  • Support the creation of educational and marketing content (guides, Q&A, best practices) that highlight Stoïk’s value proposition.

  • 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.

• Proven experience in cybersecurity, SaaS, or insurance tech, ideally in a customer-facing or success-driven role.

• 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 German and English (French is a plus).

• Based anywhere in Germany/France/Austria.

• Screening call with Agathe (Head of CSM) - 30min

• Onboarding mock-up call with Agathe (Head of CSM) and Simon (VP Product x Ops) - 45min

• Call with CSM team member, to understand the daily life of the CSM job - 30min

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

• Cultural fit with Founders & German GM - 15 min each