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Customer Success Manager (NL)

Stoïk
Paris (75)

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Détails de l'emploi

Qualifications

Français
Anglais
Cyber-sécurité
SaaS

Description complète du poste

About Stoïk

Founded in 2021, Stoïk is Europe’s leading insurtech dedicated to cyber risk, with the ambition of becoming the CISO of Europe. The company was created to address a structural gap: while cyber threats have become one of the biggest risks for businesses, most existing solutions remain fragmented, overly technical, or designed only for large enterprises.

The company has built a 360° cyber risk protection model that integrates cyber insurance, continuous risk prevention, detection, and in-house incident response teams, increasingly powered by proprietary AI technologies. This approach allows Stoïk to support companies before, during, and after a cyberattack, helping them maintain operations, reduce financial losses, and recover faster.

Today, Stoïk protects more than 12,000 companies across Europe, works with over 2,000 broker partners, and operates in six European countries including France, Germany, Spain, Belgium, Austria, and Luxembourg, supported by a fast-growing international team of specialists.

Position Overview

As we expand our operations in the BE and NL 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 Belgium and Netherlands, 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.

Qualifications

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 Dutch and English (French is a plus).
Based anywhere in Netherlands/Belgium/France.

Hiring Process

Screening call with Agathe (Head of CSM) - 30min
Onboarding mock-up call with Agathe (Head of CSM) and Simon (VP Product & 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 & Belgian Country Manager - 15 min each

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