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

Secfix; Germany; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Equity

Mentorship

Home office budget

Holidays 26 days

Annual retreat

Company events

Job summary

Secfix is a fully remote team with hubs in Munich, Berlin and London. We’re hiring a Mid-Market Customer Success Manager to own and grow a portfolio of higher‑value, more complex DACH customers.

You’ll manage renewals, expansions and long‑term customer outcomes end‑to‑end, work with cross‑functional teams to deliver value, and drive Net Revenue Retention with a strong commercial mindset. Fluency in German (C2) and English is required, with remote work across EU time zones.

Qualifications

• 4+ years of experience as a Customer Success Manager in a B2B SaaS company
• Proven ownership of renewals and expansions
• Track record of delivering strong Net Revenue Retention in mid-market or upmarket
• Comfortable handling long cycles and complex stakeholders
• Excellent negotiation skills for renewal conversations
• Strong commercial mindset with expansion focus
• Able to communicate complex topics clearly in German (C2) and English
• Highly structured and process-driven, even in fast-moving environments
• Comfortable operating with autonomy and ambiguity in an early-stage company

Responsibilities

• Own a portfolio of mid-market customers and be fully accountable for renewals and expansion
• Own the end-to-end implementation of compliance frameworks with your customers, guiding them from onboarding through audit readiness
• Become a trusted compliance partner, helping customers translate structured frameworks into practical, auditable processes
• Build and maintain clear account plans for priority customers
• Run structured renewal cycles, including pricing, scope, and procurement discussions
• Proactively identify upsell and expansion opportunities and drive them to close
• Run effective QBRs with clear narratives, outcomes, and next steps
• Translate complex security and compliance topics into business value
• Maintain accurate account health, renewal forecasts, and expansion pipeline in HubSpot
• Create and improve playbooks, templates, and scalable CS processes

Skills

Customer Success

Renewals & Expansions

NRR Focus

German C2

English Proficiency

B2B SaaS

Stakeholder Management

HubSpot

Tools

HubSpot CRM

Job description

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’ve raised our $12M Series A and are backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital.

About the Role

We’re hiring a Mid-Market Customer Success Manager to own and grow a portfolio of higher-value, more complex customers in the DACH region.

This role sits between SMB and mid-market. You’ll manage high-touch mid-market accounts, owning renewals, expansions, and long-term customer outcomes end-to-end. You’ll work closely with Customer Success Lead and other teams to shape how Secfix delivers value, and retains & expands revenue, with larger customers.

This is a commercially accountable CSM role with clear ownership of Net Revenue Retention (NRR) and real influence on how Secfix scales its mid-market customer success motion.

What You'll Do:

You’ll own one of the most critical levers of the business: retention, expansion, and long-term customer value. We don’t micro-manage: you’ll have context, best practices, and strong support, but full ownership of outcomes.

You will:

• Own a portfolio of mid-market customers and be fully accountable for renewals and expansion
• Own the end-to-end implementation of compliance frameworks with your customers, guiding them from onboarding through audit readiness
• Become a trusted compliance partner, helping customers translate structured frameworks into practical, auditable processes
• Build and maintain clear account plans for priority customers
• Run structured renewal cycles, including pricing, scope, and procurement discussions
• Proactively identify upsell and expansion opportunities and drive them to close
• Run effective QBRs with clear narratives, outcomes, and next steps
• Translate complex security and compliance topics into business value
• Maintain accurate account health, renewal forecasts, and expansion pipeline in HubSpot
• Create and improve playbooks, templates, and scalable CS processes

About You:

• 4+ years of experience as a Customer Success Manager in a B2B SaaS company, ideally between seed and series B stage
• Proven ownership of renewals and expansion, not just relationship management
• Track record of delivering strong Net Revenue Retention in mid-market or upmarket accounts
• Comfortable managing longer cycles, complex stakeholders, and high expectations
• Confident handling tough renewal and commercial conversations
• Strong commercial mindset: you think about expansion in every customer interaction
• Able to communicate complex topics clearly in German (C2) and English
• Highly structured and process-driven, even in fast-moving environments
• Comfortable operating with autonomy and ambiguity in an early-stage company

Nice-to- have:

• Exposure to compliance, information security, risk, or GRC topics
• Experience building or improving CS processes and tooling from scratch

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.
• 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’re headed to Milan!).
• Company Events: Company-wide events to build relationships and have some fun!

Interview Process:

• 45 min - Intro call with Talent team
• 45 min - Interview with CS Lead
• Take-home Assessment
• 45 min - Role-play with CS Lead
• 30 min - Culture-focused interview with 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.