Customer Success Team Lead (German-speaking)
Job description
A player-coach Team Lead for the Customer Success Management team at Secfix, line-managing CSMs while running a reduced portfolio of customers through security compliance frameworks. The role combines people management, upsell ownership, and hands-on customer success work.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · EU time zones
- Languages
- German – fluent, English – fluent
What you'll do
- Line-manage the CSMs: regular 1:1s, structured feedback, input to performance reviews and individual development plans
- Own onboarding for new CSMs so they're productive on their first accounts fast
- Allocate books and manage capacity across the team as customers and CSMs are added
- Run a team health review covering at risk accounts, renewals and onboarding blockers
- Own customer escalations within the CSM books
- Own the CSM playbook and keep it current
- Decide which CSM workflows to automate, and build the agents and automations with AI
- Coach CSMs on spotting and running framework and service upsells within their books
- Keep the team's upsell pipeline clean and be accountable for the team's upsell number
- Manage customers end to end: implementation, audit readiness, ongoing compliance, and upsell within those accounts
- Stay close enough to the day-to-day work that your coaching is grounded in it
What we're looking for
- You've managed or formally coached CSMs before for at least 1 year and want to keep doing it; this isn't a first step into management
- 4+ years as a Customer Success Manager in B2B SaaS, ideally with mid-market or DACH Mittelstand customers
- Fluent German and English as our CSM team works with customers in both
- Comfortable with a revenue component: you've carried an upsell or NRR target yourself and can coach others toward one
- You've built automations or AI workflows for yourself or your team, not just used chat tools, and you'd want to do the same here
- Structured and direct in feedback; you can run a hard performance conversation without the Head of CS in the room
- You work well in a written-first remote team: clear specs and updates over meetings, high ownership, low need for synchronous oversight
Nice to have
- Experience in compliance, information security or GRC (ISO 27001 or TISAX in particular)
- You've built or reworked a CSM onboarding programme before
- You've worked in a fully remote team of a similar size
Your team
Customer Success Management (CSM) team
A team of five Customer Success Managers, each running a book of customers through ISO 27001, SOC 2, TISAX, NIS 2 and DORA.
Benefits
Competitive Salary: Industry-competitive local salaries. We pay local rates that are at or above the market. We share this philosophy with GitLab
- Remote Work: 100% remote work with a virtual office in Gather
- Equity: Generous equity package – we're all owners of Secfix and beneficiaries of our collective success
- Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors
- Development Budget: €1,000 annual personal development budget
- Home office Budget: Home office budget and access to co-working spaces
- Holidays: 26 days holiday + local public holidays
- Annual Retreat: Annual retreat to build connections and inspire ideas (this year we've met in Alicante, Spain!)
- Company Events: Company-wide events to build relationships and have some fun!
- Tech Equipment: Latest tech equipment (MacBook, monitors, headphones)
How to get hired
- 1Screening call with Steve, our recruiter
- 2Interview with Kuba, Head of Customer Success
- 3Take-home challenge
- 4Challenge interview with Kuba and Fabiola, our CEO
- 5Culture interview with Grigory, CTO
- 6Meet for a final lunch in-person with Kuba (we'll fly you!)
Apply
Direct apply at Secfix
Opens the job posting at Secfix
About Secfix
Automating security compliance in Europe
Secfix is at the forefront of automating security compliance in Europe. It is run by a 100% remote team with the exception of its DACH sales team, which is based in Munich.
Mission
Help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.
Key facts
- Security compliance automation
- Raised a $12M Series A
- Backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital
- 100% remote team with the exception of the DACH sales team, which is based in Munich
- CSM team has grown to five Customer Success Managers
Partners & customers
What they value
- High-performing
- Execution-focused
- Owners
- Passionate