Team Lead, Customer Success at Secfix

At Secfix, we're at the forefront of automating security compliance in Europe. We help companies achieve and maintain ISO 27001, GDPR, TISAX, and SOC 2 standards efficiently, reducing hundreds of hours of manual work.

Secfix operates as a fully remote team (with the exception of the DACH sales team based in Munich). We are a high-performing team seeking passionate, execution-focused individuals to help automate security and compliance for modern companies and establish ourselves as the leading compliance automation provider in Europe.

We have successfully raised a $12M Series A and are backed by top venture capital firms, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital.

About the Role

Our Customer Success Management (CSM) team has grown to five Customer Success Managers, each handling a book of customers for ISO 27001, SOC 2, TISAX, NIS 2, and DORA. As the team continues to grow, we are creating a dedicated Team Lead role. This role involves managing the CSMs daily and prioritizing their coaching and development.

What You'll Do

Lead the CSM team

• Line-manage the CSMs, including regular 1:1s, structured feedback, input to performance reviews, and individual development plans.
• Oversee the onboarding of new CSMs to ensure they are productive on their first accounts quickly.
• Allocate customer books and manage team capacity as new customers and CSMs are added.
• Conduct team health reviews focusing on at-risk accounts, renewals, and onboarding blockers.
• Handle customer escalations within the CSM books.
• Maintain and update the CSM playbook.
• Determine which CSM workflows to automate and build the necessary agents and automations using AI.

Drive the team's upsell performance

• Coach CSMs on identifying and executing framework and service upsells within their books.
• Keep the team's upsell pipeline clean and be accountable for the team's upsell targets.

Run your own portfolio

• Manage customers end-to-end: implementation, audit readiness, ongoing compliance, and upselling within those accounts.
• Stay closely involved in day-to-day operations to ensure your coaching is grounded in practical experience.

About You

This is a player-coach role where you will be 60-70% hands-on with your own book of business and 30-40% focused on management tasks. You will be the line manager for all CSMs, conducting 1:1s, providing feedback loops, onboarding, and contributing to performance reviews and career development. You will also manage a reduced portfolio of your own customers.

• You have managed or formally coached CSMs before for at least 1 year and wish to continue doing so; this is not a first step into management.
• Possess 4+ years of experience as a Customer Success Manager in B2B SaaS, preferably with mid-market or DACH Mittelstand customers.
• Fluent in both German and English, as the CSM team interacts with customers in both languages.
• Comfortable with a revenue component: you have carried an upsell or Net Revenue Retention (NRR) target yourself and can coach others toward achieving it.
• Built automations or AI workflows for yourself or your team, not just used chat tools, and wish to continue doing so.
• Structured and direct in providing feedback; capable of running a hard performance conversation without the Head of CS being present.
• Work effectively in a written-first remote team, with clear specifications and updates over meetings, high ownership, and minimal need for synchronous oversight.

Nice to Have

• Experience in compliance, information security, or Governance, Risk, and Compliance (GRC), particularly with ISO 27001 or TISAX.
• Built or reworked a CSM onboarding program before.
• Worked in a fully remote team of a similar size.

Interview Process

1. Screening call with Steve, our recruiter.
2. Interview with Kuba, Head of Customer Success.
3. Take-home challenge.
4. Challenge interview with Kuba and Fabiola, our CEO.
5. Culture interview with Grigory, CTO.
6. Final in-person lunch meeting with Kuba (we will cover travel expenses).

What We Offer

• Remote Work: 100% remote with a virtual office in Gather.
• Competitive Salary: Industry-competitive local salaries, at or above market rates.
• Equity: Generous equity package, making all employees owners of Secfix and beneficiaries of collective success.
• Mentorship: Access to world-class mentors through our backing by top VCs and accelerators.
• Development Budget: €1,000 annual personal development budget.
• Home Office Budget: Budget for home office setup and access to co-working spaces.
• Holidays: 26 days of holiday plus local public holidays.
• Annual Retreat: Annual retreat to build connections and inspire ideas (previous retreat was in Alicante, Spain).
• Company Events: Company-wide events to build relationships and have fun.
• Tech Equipment: Latest tech equipment including MacBook, monitors, and headphones.