Customer Success Team Lead (German-speaking)

The role

You will lead the CSM team through line management, coaching, and onboarding while managing your own portfolio of customers. You will also drive upsell performance and build AI automations for CSM workflows.

What you will do

• Line-manage the CSMs through 1:1s, feedback, and performance reviews
• Own onboarding for new CSMs
• Allocate books and manage capacity across the team
• Run team health reviews covering at risk accounts, renewals and onboarding blockers
• Own customer escalations within the CSM books
• Own the CSM playbook and keep it current
• Decide which CSM workflows to automate and build agents and automations with AI
• Coach CSMs on spotting and running framework and service upsells
• Keep the team's upsell pipeline clean and be accountable for the team's upsell number
• Manage customers end to end including implementation, audit readiness, ongoing compliance, and upsell

Required qualifications

• Managed or formally coached CSMs before for at least 1 year
• 4+ years as a Customer Success Manager in B2B SaaS
• Fluent German and English
• Comfortable with a revenue component including upsell or NRR targets
• Built automations or AI workflows
• Structured and direct in feedback
• Work well in a written-first remote team

Nice to have

• Experience in compliance, information security or GRC (ISO 27001 or TISAX in particular)
• Built or reworked a CSM onboarding programme before
• Worked in a fully remote team of a similar size

Benefits

• 100% remote work with a virtual office in Gather
• Industry-competitive local salaries
• Generous equity package
• Access to world-class mentors
• €1,000 annual personal development budget
• Home office budget and access to co-working spaces
• 26 days holiday plus local public holidays
• Annual retreat
• Company-wide events
• Latest tech equipment (MacBook, monitors, headphones)

Before you apply

• Screening call with recruiter
• Interview with Head of Customer Success
• Take-home challenge
• Challenge interview with Head of Customer Success and CEO
• Culture interview with CTO

About the company

Secfix automates security compliance in Europe for companies seeking ISO 27001, GDPR, TISAX, and SOC 2. The company is a 100% remote team backed by VCs including Alstin Capital, Neosfer, and Bayern Capital.