Customer Success Manager

Remote (+/- 2hrs from Germany GMT+1). C2 German Language is essential

Our customers are at the heart of everything we do at Secfix and we’re looking for a star player to support customers from the DACH region. You’ll manage the customer lifecycle from day 1, going the extra mile to ensure they receive the highest level of support. You’ll thrive in a startup environment, constantly seeking out ways to improve processes and provide additional value, fostering cross-team relationships that help us to build the best products. In return, you’ll get generous equity and benefits, a 100% remote environment and the chance to grow your career alongside an incredibly smart, fun and dedicated 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:

We are seeking a highly motivated Customer Success to join our team and work with our customers from the DACH region. In this role, you will manage the customer lifecycle from day 1 through renewal, ensuring that our customers receive the highest level of service and support. You will improve our CSM processes and set up the infrastructure (tools, processes, way we work) to be highly impactful. You will work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy. You will also serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.

Role responsibilities:

• Drive customer adoption and ensure successful onboarding to increase customer retention and revenue

• Build and improve our CSM processes and set up the infrastructure to be highly impactful on the customer journey

• Onboard and support Secfix customers through the lifecycle of their certification journey

• Become an expert in ISO 27001, GDPR and other forms of compliance

• Work cross-functionally with sales, marketing, engineering and product teams to align on customer needs and company strategy

• Serve as the point of contact for your customers in the DACH region and drive them to specific business outcomes on their timelines

• Write and record educational and technical content for our knowledge base.

Requirements:

• English (fluent) and German (C2)

• Great time management and organisational skills

• Excellent communication skills

• Ideally 2+ years of experience in customer success management or account management roles at a high-growth B2B SaaS company

• Comfortable talking through basic technical concepts with a technical audience

• Proven track record of managing multiple concurrent projects

• Experience working with cross-functional teams (Sales, Support, Engineering, Product)

• Energetic and engaged with remote culture

Nice-to- have:

• Know your way around Intercom, Clickup, Zapier, Google Spreadsheets, GPT-3/GPT-4 and Notion

• Other languages

• Entrepreneurial mindset

We are very proud of our Secfix values - and look for candidates who share them. They are:

• We are obsessed with our customers. We start with the customer and work our way backward to create amazing products they love.

• We build everything in a smart way. We love working by YCombinator's principles and preach those to our team.

• We create trust within our organisation. Transparency and ethics are within our DNA.

• We are hacky. A functional prototype delivered within 2 weeks is worth more than a perfect solution delivered in 2 months.

• We take ownership. Building a startup is about ownership and being accountable for timely delivery.

• We are leaders of remote work. We are passionately building a culture where people can be productive working from anywhere.

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:

• 20 min - Meet our recruiter

• 30 min - Cultural interview

• Take-home Assessment

• 1.5hr Assessment review and interview with our CEO and Customer Success Manager.

• 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.