Customer Success Team Lead (German-speaking)

Secfix; Wien; Remote; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Competitive local salaries

Equity

Mentorship

Development budget

Home office budget

26 days holidays

Annual retreat

Company events

Latest tech equipment

Job summary

Secfix is seeking a Team Lead for the Customer Success Management (CSM) function to guide a growing team and manage a book of EU-based customers. This player-coach role blends 60-70% hands-on work with 30-40% management duties, including coaching and performance development.

You will oversee onboarding, capacity planning, escalations, and continued enhancements to the CSM playbook while driving upsell opportunities and ensuring customer success across ISO 27001, SOC 2, TISAX, NIS 2, and DORA

Qualifications

• Minimum 1 year coaching CSMs.
• 4+ years as a CSM in B2B SaaS, mid-market or DACH Mittelstand.
• Fluent German and English.
• Experience with an upsell or NRR target.
• Experience building automations/AI workflows for teams.

Responsibilities

• Lead the CSM team with line management, coaching, and development.
• Own onboarding for new CSMs to get them productive quickly.
• Allocate books and manage capacity as the team grows.
• Run team health reviews covering at-risk accounts, renewals, and blockers.
• Own customer escalations within the CSM books and maintain the playbook.
• Drive automation and AI-enabled workflows to improve efficiency and upsell performance.

Skills

Coaching CSMs

CSM in B2B SaaS

German & English fluency

Upsell / revenue targets

Automation / AI workflows

Structured feedback

Remote team collaboration

Job description

Remote within EU time zones. Fluent German and English required.

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 the exception of our DACH sales team, which is based in Munich. 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 raised our $12M Series A and are backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital.

This is where careers are made!

About The Role

Our CSM team has grown to five Customer Success Managers, each running a book of customers through ISO 27001, SOC 2, TISAX, NIS 2 and DORA. As the team keeps growing, we're creating a dedicated Team Lead role: a manager who works alongside the CSMs every day and makes their coaching and development a priority!

What You'll Do

Lead the CSM team

• 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

Drive the team's upsell performance

• 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

Run your own portfolio

• 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

About You

This is a player-coach role where you'll be 60-70% hands-on operating with your own book of business, and 30-40% conducting management tasks. You'll be the line manager for all CSMs and run 1:1s, feedback loops, onboarding, and provide inputs to performance reviews and career development, while keeping a reduced portfolio of your own customers (because we don't think you can coach CSMs well on work you don't do).

Requirements

• 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

Interview Process

• Screening call with Steve, our recruiter
• Interview with Kuba, Head of Customer Success
• Take-home challenge
• Challenge interview with Kuba and Fabiola, our CEO
• Culture interview with Grigory, CTO
• Meet for a final lunch in-person with Kuba (we'll fly you!)

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.
• 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).