As part of our growth and the launch of new products, we are looking for a Customer Success Manager with both cyber and business expertise.
If you are passionate about cybersecurity, enjoy supporting clients, and excel at turning satisfaction into growth through cross-sell and upsell initiatives, we want to meet you.
You will play a key role at the intersection of customer satisfaction and business development, ensuring clients get the most out of Stoïk Protect while identifying opportunities to strengthen their protection through our advanced cyber solutions.
You will be part of the Customer Success team, building strong relationships with clients and brokers in France, and collaborating closely with Cyber Sales, Product, and Tech teams to deliver a smooth and consistent customer journey.
Main Responsibilities
Cyber Tools Implementation (40%)
Support clients during onboarding after they subscribe to cyber insurance. Configure included prevention tools (external scan, phishing simulations, Active Directory scan, cloud scan) to ensure quick adoption.
For Managed Services clients, oversee deployment of MDR (Managed Detection & Response) and Email Security solutions.
Provide first- and second-level cyber support via a ticketing system for all Stoïk Protect implementation and usage requests.
Handle a high volume of client interactions, ensuring SLA compliance and maintaining strong satisfaction levels.
Cross-Sell Opportunity Identification for Managed Services (40%)
Detect and qualify cross-sell opportunities within your portfolio by leveraging Stoïk Protect users’ high satisfaction.
Collaborate with the Cyber Sales team to turn qualified leads into business opportunities, ensuring a smooth handover and compliance with intermediation rules.
Create playbooks and feedback loops to standardise cross-sell detection, using product usage data and customer insights to identify trends.
Work with brokers and internal teams to maximise customer lifetime value (CLV) through renewals and service expansion.
Project Management (20%)
Improve the onboarding process to increase Stoïk Protect implementation and engagement rates.
Contribute to educational and marketing content creation (guides, FAQs, best practices) that highlights Stoïk’s value proposition.
Collect and structure feedback from clients and brokers to inform Product and Operations roadmaps.
Maintain a deep understanding of the Stoïk ecosystem (Cyber, Product, Sales, Marketing) to ensure effective cross-team collaboration.
Preferred Experience
Proven experience in cybersecurity, SaaS, or tech insurance, ideally in a customer-facing or Customer Success role.
Demonstrated ability to deliver commercial results (cross-sell, upsell, retention) through proactive client relationship management.
Excellent communication, presentation, and interpersonal skills with a strong customer-first mindset.
Analytical and structured thinking; ability to turn customer insights into business opportunities.
Professional proficiency in English.
Based in France (fully remote possible).
Recruitment Process
- Screening interview with Agathe (Head of CSM) – 30 min
- Onboarding simulation with Agathe (Head of CSM) and Simon (VP Product & Ops) – 45 min
- Team interview with a CSM member to explore day-to-day activities – 30 min
- IT/Cyber knowledge test with a Cybersecurity Engineer – 30 min
- Culture fit interviews with the Founders and the France GM – 15 min each
