Position OverviewAs we expand our operations in Spain, we are looking for aCustomer Success Managerwho is bothcyber-savvyandbusiness-driven.If you’re passionate about cybersecurity, enjoy helping customers succeed, and thrive when turning satisfaction into growth throughcross-sell and upsell initiatives, we want to meet you.You will play akey 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 theCustomer 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 ResponsibilitiesCyber tools implementationGuide 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 ofMDR (Managed Detection & Response)andEmail Securitysolutions.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 ServicesIdentify and qualify cross-sell opportunitieswithin your portfolio by leveraging high satisfaction on Stoïk Protect. For that,



collaborate closely with theCyber Sales teamto convert qualified leads into business, ensuring a smooth handover and respecting intermediary principles.Build playbooks and feedback loops tosystematize cross-sell detection, using product usage data and client feedback to spot patterns.Partner with brokers and internal stakeholders tomaximize client lifetime value (CLV)through renewals and service expansion.Project ManagementContribute to the improvement of our onboarding experience to boost implementation rates and engagement with Stoïk Protect.Gather structured feedback from clients and brokers to informProduct and Operations roadmaps.Build and maintain a strong understanding of Stoïk’s ecosystem (Cyber, Product, Sales, Marketing) to ensure seamless collaboration.QualificationsProven experience inSaa S/ Tech, ideally in a customer-facing or success-driven role. Experience in cybersecurity or insurance is a plus.Demonstrated ability todrive 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 inSpanish and English(French is a plus).Based in Madrid or Barcelona.Hiring ProcessScreening call with Léna Talent Acquisition Manager - 30minCall with Laura (CSM Lead Spain) - 30minOnboarding mock-up call with Agathe (Head of CSM), Laura (CSM Lead Spain) - 45minIT/cyber basic test with a Cybersecurity Engineer - 30 minCultural fit with Founders & Spanish Country Manager - 15 min each

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