Customer Success Manager (NL)

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 German and English (French is a plus).

  • Based anywhere in Germany/France/Austria .

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