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 first 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#J-18808-Ljbffr

📌 Junior Customer Success Manager (Spain) (Madrid)
🏢 Stoïk
📍 Madrid