Mid-market Customer Success Manager German Speaking

About Secfix

At Secfix, we’re leading the way in automating security compliance across Europe. We empower companies to achieve and maintain ISO 27001, GDPR, TISAX, and SOC 2 compliance quickly and easily, significantly reducing manual effort. Secfix operates with a 100% remote team, with hubs in Munich, Berlin, and London. We are a high-performing team seeking passionate, execution-focused individuals who take ownership to help us automate security and compliance for modern companies and become the European leader in compliance automation. We have successfully raised our $12M Series A funding, backed by top VCs including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital.

About the Role: Mid-market Customer Success Manager German Speaking

We are looking for a Mid-market Customer Success Manager German Speaking to manage and grow a portfolio of higher-value, more complex customers within the DACH region. This role bridges SMB and mid-market accounts, focusing on high-touch relationships, owning renewals, expansions, and ensuring long-term customer success from beginning to end. You will collaborate closely with the Customer Success Lead and other teams to shape how Secfix delivers value, retains, and expands revenue with larger customers. This is a commercially accountable CSM role, with direct ownership of Net Revenue Retention (NRR) and significant influence on how Secfix scales its mid-market customer success strategy.

What You'll Do

• Own a portfolio of mid-market customers, with full accountability for renewals and expansion.
• Manage the complete implementation of compliance frameworks for your customers, guiding them from initial onboarding through to audit readiness.
• Act as a trusted compliance partner, translating complex structured frameworks into practical, auditable business processes.
• Develop and maintain clear account plans for priority customers.
• Execute structured renewal cycles, including discussions on pricing, scope, and procurement.
• Proactively identify and drive upsell and expansion opportunities to close.
• Conduct effective Quarterly Business Reviews (QBRs) with compelling narratives, clear outcomes, and defined next steps.
• Communicate complex security and compliance topics in terms of business value.
• Maintain accurate account health, renewal forecasts, and expansion pipeline within HubSpot.
• Contribute to the creation and improvement of 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 track record of owning renewals and expansion, beyond just relationship management.
• Demonstrated ability to deliver strong Net Revenue Retention in mid-market or upmarket accounts.
• Comfortable managing longer sales cycles, complex stakeholders, and high customer expectations.
• Confident in handling challenging renewal and commercial discussions.
• Strong commercial mindset, consistently seeking expansion opportunities in every customer interaction.
• Able to communicate complex topics clearly in German (C2 proficiency) and English.
• Highly structured and process-driven, even within fast-paced 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 with a virtual office in Gather.
• Competitive Salary: Industry-competitive local salaries, at or above market rates, aligned with GitLab's philosophy.
• Equity: Generous equity package, ensuring all team members are owners and beneficiaries of collective success.
• Mentorship: Direct access to world-class mentors through top VCs and accelerators.
• Development Budget: €1,000 annual personal development budget.
• Home Office Budget: Provided home office budget and access to co-working spaces.
• Holidays: 26 days holiday plus local public holidays.
• Health Insurance: Comprehensive health coverage.
• Annual Retreat: Annual company retreat to foster connections and inspire ideas (this year in Milan!).
• Company Events: Company-wide events for relationship building and fun.
• Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).

Interview Process

• 20-30 min - Intro call with Talent team
• 45 min - Interview with CS Lead
• Take-home Assessment
• 90 min - Technical interview: assessment review and interview with CS Lead and Co-Founder

Please note: Secfix is an equal-opportunity and remote-only company. At this time, we can support hiring only within EU time zones. We utilize Gather as our virtual office for synchronous work. As a fast-growing company, we value the in-sync component of daily communication and do not support 100% asynchronous work. Learn more about our Remote Culture here.

Key skills/competency

• Customer Success Management
• Net Revenue Retention (NRR)
• Account Management
• Compliance Frameworks (ISO 27001, GDPR, TISAX, SOC 2)
• SaaS B2B Experience
• German Language (C2)
• HubSpot CRM
• Commercial Acumen
• Process Improvement
• Stakeholder Management