Remote EU CSM Team Lead — German & English Fluent

Secfix

Wien

Remote

EUR 90,000 - 120,000

Full time

4 days ago

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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.