Junior Customer Success Manager (Spain)

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. -

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. -

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. -

• 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