Customer Success Lead

Job Title: Customer Success Lead

Location: 100% Remote (+/- 2hrs from Berlin CET or willing to relocate to Germany)

Compensation: €55,000 - €72,000 (dependent on experience & location) + Shares 0.1% - 0.25% + generous benefits.
We pay local rates that are at or above the market. We share this philosophy with GitLab.

The role

We're looking for a Customer Success Lead with a strong strategic mindset and a deep understanding of customer needs to join us and play a pivotal role in the team as we scale.

This role has enormous scope for growth for the right candidate, you’ll be working alongside the CEO and you’ll develop and implement customer success strategies that drive retention and growth, alongside scaling a collaborative, high-performing team.

About Secfix

Secfix automates security compliance for SMBs in Europe. We help SMBs automate ISO 27001, GDPR, TISAX, and SOC 2 fast and easy. Our platform integrates with a company’s tech stack (like AWS, Azure AD, Jira, etc.), automatically extracts the data needed for compliance, and creates a checklist to become and remain compliant.

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 of 18 (and growing!) 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

• At least 3-4 years of hands-on Customer Success experience, ideally within a startup or the SaaS industry.

• Demonstrated ownership and accountability, driving projects to completion with minimal oversight including conflict resolution, improving customer retention, onboarding customers, reducing churn, and enhancing customer experience.

• Exceptional problem-solving skills, capable of quickly understanding and applying new compliance knowledge (e.g., ISO 27001) and assisting customers with technical API documentation.

• Proven leadership in scaling CS teams, inspiring and mentoring junior members, and building processes to scale a remote CS team from Seed to Series A+.

• Deep customer obsession, putting the customer at the center of all activities and advocating for them internally - ensuring their voice is heard in product development and company strategy.

• You're all about getting your point across clearly and concisely to clients and your team. You keep things simple, organized, and everyone on the same page using tools like tools like Slack, Notion, Clickup and Gather.

• You love finding ways to make life easier by automating CS processes like setting up a CRM system from scratch. You are able to learn new technologies fast. If there’s a quicker, smarter way to do it, you’re on it – bonus points if you're a Zapier whiz or know how to code.

• Highly organized and meticulous, managing onboarding, offboarding, ticket troubleshooting, and customer requests efficiently.

• Strong cross-team collaboration skills, working seamlessly with product, sales, marketing, and engineering teams.

• A remote mindset, adept at working in a remote environment and ensuring seamless communication and engagement across distributed teams.

Role Responsibilities

• Hire, lead and mentor a high-performing customer success team, fostering a customer-focused culture.

• Become an expert in ISO 27001, TISAX, GDPR, and other compliance standards to better support and guide customers.

• Keep our customers informed of our product roadmap and product updates by building efficient communication channels.

• Automate the onboarding process for our customers so they can easily onboard themselves with less interactions from the team.

• Improve our CS operations and processes, including maintaining our CRM system and help desk articles, bug reporting process, coordinating customer calls, and handling customer questions on intercom.

• Use no-code tools like Retool, bubble or airtable to build simple features we can launch fast without much engineering involvement.

• Onboard and support Secfix key customers throughout their certification journey until renewals.

• Serve as the main point of contact for customers, managing their requests, including upselling, renewals, bug reports, feature requests, and more.

• Oversee the QA process of our platform together with our Engineering Manager.

• Collaborate closely with sales, product, marketing, and engineering teams to ensure seamless customer engagement.

• Create and analyze databases and processes to provide customer feedback to the product team.

• Work with marketing to implement customer referral programs.

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:

• 45 min - Meet our Head of People

• Take-home Assessment 

• 1.5hr Assessment review and interview with our Founder and CEO

• 1.5h - Final "Virtual On-Site Interview" with team & Co-Founders in Gather, our virtual office

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.