Customer Success Team Lead, German-speaking

🔥 10 minutes ago

🌐 Germany, Austria, +2 more countries – Remote

🇩🇪 Germany – Remote 🇦🇹 Austria – Remote 🇬🇧 United Kingdom – Remote 🇵🇱 Poland – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

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Secfix

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11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

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Secfix is a company that specializes in automating compliance processes for businesses to help them achieve and maintain security standards such as ISO 27001, TISAX, and GDPR. By utilizing integrations with cloud providers, SSO, HR systems, and ticketing tools, Secfix streamlines the compliance workflow, reducing manual effort by up to 90%. The platform offers features like automated checklists, risk management, vendor management, and policy management, making it easier for startups and SMEs to stay secure and compliant. Secfix is particularly beneficial for small companies seeking ISO 27001 certification, offering support to ensure a smooth and fast compliance journey. The company is based in Europe and prioritizes data protection with GDPR compliance and strict data encryption policies.

📋 Description

• Line-manage the Customer Success Managers through regular 1:1s, structured feedback, performance review input, and individual development plans • Own onboarding for new CSMs • Allocate customer books and manage team capacity • Run team health reviews covering at-risk accounts, renewals, and onboarding blockers • Own customer escalations within CSM books • Maintain and update the CSM playbook • Decide which CSM workflows to automate and build AI agents and automations • Coach CSMs on framework and service upsells • Maintain the team upsell pipeline and own the team's upsell number • Manage a personal customer portfolio through implementation, audit readiness, ongoing compliance, and upsell • Operate as a player-coach, spending 60–70% hands-on with customers and 30–40% on management tasks

🎯 Requirements

• At least 1 year of experience managing or formally coaching Customer Success Managers • 4+ years as a Customer Success Manager in B2B SaaS • Ideally experience with mid-market or DACH Mittelstand customers • Fluent German and English • Experience carrying an upsell or NRR target and coaching others toward one • Experience building automations or AI workflows, beyond merely using chat tools • Structured and direct feedback style • Ability to conduct performance conversations independently • Ability to work effectively in a written-first remote team • High ownership and low need for synchronous oversight • Nice to have: experience in compliance, information security, or GRC, particularly ISO 27001 or TISAX • Nice to have: experience building or reworking a CSM onboarding programme • Nice to have: experience working in a fully remote team of similar size • Must be based in or willing to independently relocate to Germany, Austria, the United Kingdom, or Poland • Must be legally authorised to work in the applicable location without visa sponsorship

🏖️ Benefits

• 100% remote work with a virtual office in Gather • Industry-competitive local salaries at or above market rates • Generous equity package • Direct access to world-class mentors • €1,000 annual personal development budget • Home office budget • Access to co-working spaces • 26 days holiday plus local public holidays • Annual retreat • Company-wide events • Latest tech equipment, including MacBook, monitors, and headphones • Company-paid travel for the final in-person lunch

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