Customer Success Manager, Mid-Market (German-speaking)

Remote (+/- 2hrs from Germany GMT+1). C2 German Language is essential About Secfix At Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work. Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. We’re a high-performing team looking for passionate, execution-focused, owners to help us automate security and compliance for modern companies and become the European compliance automation leader. We’ve just raised our $12M Series A and are backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital. About Our Team We’re a fun, close-knit team on a mission to automate security and compliance for modern companies and become the European compliance automation leader. Our trajectory is fueled by top investors, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more angels. We are a team with founders passionate about Y Combinator product principles and building a great remote culture. We are solving a real need with a huge $97bn market and the future is very bright. About you: We are seeking a highly motivated Customer Success to join our team and work with our customers from the DACH region. In this role, you will manage the customer lifecycle from day 1 through renewal, ensuring that our customers receive the highest level of service and support. You will improve our CSM processes and set up the infrastructure (tools, processes, way we work) to be highly impactful. You will work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy. You will also serve as the point of contact for your customers and drive them to specific business outcomes on their timelines. Preferred experience & culture: * Drive customer adoption and ensure successful onboarding to increase customer retention and revenue * Build and improve our CSM processes and set up the infrastructure to be highly impactful on the customer journey * Onboard and support Secfix customers through the lifecycle of their certification journey * Become an expert in ISO 27001, GDPR and other forms of compliance * Work cross-functionally with sales, marketing, engineering and product teams to align on customer needs and company strategy * Serve as the point of contact for your customers in the DACH region and drive them to specific business outcomes on their timelines * Write and record educational and technical content for our knowledge base. Requirements: * English (fluent) and German (C2) * Great time management and organisational skills * Excellent communication skills * Ideally 1+ years of experience in customer success, customer experience, or account management roles at a high-growth B2B SaaS company * Comfortable talking through basic technical concepts with a technical audience * Proven track record of managing multiple concurrent projects * Experience working with cross-functional teams (Sales, Support, Engineering, Product) * Energetic and engaged with remote culture Nice-to- have: * Know your way around Intercom, Clickup, Zapier, Google Spreadsheets, Claude and Notion * Other languages * Entrepreneurial mindset We are very proud of our Secfix values - and look for candidates who share them. They are: * We are obsessed with our customers. We start with the customer and work our way backward to create amazing products they love. * We build everything in a smart way. We love working by YCombinator's principles and preach those to our team. * We create trust within our organisation. Transparency and ethics are within our DNA. * We are hacky. A functional prototype delivered within 2 weeks is worth more than a perfect solution delivered in 2 months. * We take ownership. Building a startup is about ownership and being accountable for timely delivery. * We are leaders of remote work. We are passionately building a culture where people can be productive working from anywhere. What We Offer * Remote Work: 100% remote work with a virtual office in Gather. * Competitive Salary: Industry-competitive local salaries.We pay local rates that are at or above the market. We share this philosophy with GitLab. * Equity: Generous equity package – we’re all owners of Secfix and beneficiaries of our collective success. * Holidays: 26 days holiday + local public holidays. * Health Insurance: Comprehensive health coverage. * Development Budget: €1,000 annual personal development budget. * Workspace Budget: Remote workspace budget and access to co-working spaces. * Annual Retreat: Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!). * Tech Equipment: Latest tech equipment (MacBook, monitors, headphones). * Company Events: Company-wide events to build relationships and have some fun! * Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors. INTERVIEW PROCESS: 1. 20-30 min - Intro call with Talent team 2. Take-home Assessment 3. 45 min - Interview with CS Lead 4. 60 min - Culture interview with CS Lead and Co-Founder Please note: We are an equal-opportunity employer and remote-only company. At this time, we can support hiring only within EU time zones. We work in sync using Gather as our virtual office. As a small fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work. Read more about our Remote Culture here.

Remote (+/- 2hrs from Germany GMT+1). C1 or C2 German Language is essential At Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work. Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. We’re a high-performing team looking for passionate, execution-focused, owners to help us automate security and compliance for modern companies and become the European compliance automation leader. We’re backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels. About the Role You'll be the second member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. If you like ownership and you’re proactive, this opportunity is for you :) What You'll Do: As a Product Support Specialist, you will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients. Key responsibilities include: * Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly. * Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution without the need for direct debugging or code fixes. * Perform pre-release QA checks to ensure you are uptodate. * Own and update the knowledge base, including creating help center articles that simplify complex topics for our customers. * Create videos and own communication on new feature releases and get our users excited about new functionalities * Continuously refine support processes to optimize customer experiences and improve efficiency. * Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively. About You: The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products. Here’s what we’re looking for: * 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company * Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs and a good understanding of support tools like Zendesk/Intercom. * You should be capable of extracting information and analyzing data using SQL in your day-to-day work. * Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding. * Exceptional written and verbal communication in English and German, comfortable in customer chat interactions and in crafting detailed knowledge base articles. * Driven to take full ownership of customer issues from identification to resolution, including documentation. * Enthusiastic about working in a fast-paced startup environment, quick to learn, and proactive in adopting new tools and technologies. What we offer * Remote Work: 100% remote work with a virtual office in Gather. * Competitive Salary: Industry-competitive local salaries.We pay local rates that are at or above the market. We share this philosophy with GitLab. * 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. * Health Insurance: Comprehensive health coverage. * Annual Retreat: Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!). * Company Events: Company-wide events to build relationships and have some fun! * Tech Equipment: Latest tech equipment (MacBook, monitors, headphones). Interview Process: * 20-30 min - Intro call with Talent team * Take-home Assessment * 45 min interview with our CS Lead and Founding Product Support Specialist * 60 min - Final Founder Interview with Co-Founders Please note: We are an equal-opportunity employer and remote-only company. At this time, we can support hiring only within EU time zones. We work in sync using Gather as our virtual office. As a small fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work. Read more about our Remote Culture here.