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

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. - 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: 1. 20-30 min - Intro call with Talent team 2. 45 min - Interview with CS Lead 3. Take-home Assessment 4. 90 min - Technical interview: assessment review and 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 https://www.notion.so/Remote-Culture-93bf571583904c5e814b7afd83c240f2?pvs=21.