Customer Success Manager

at  Secfix

CUSTOMER SUCCESS MANAGER

Remote (+/- 2hrs from Berlin 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 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.

• 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.