Customer Success Manager - Mid-Market

Remote - Germany, Austria, Poland, the UK or Turkey. C1 or C2 German Language is essential

At Secfix, we’re at the forefront of automating security compliance in Europe. We help companies get and stay ISO 27001, GDPR, TISAX, and SOC 2 fast and easy and reduce hundreds of hours of manual work.

Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. We’re a high-performing team looking for passionate, execution-focused owners to help us automate security and compliance for modern companies and become the European compliance automation leader. We’ve raised our $12M Series A and are backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital.

About the Role

We’re hiring a Mid-Market Customer Success Manager to own and grow a portfolio of higher-value, more complex customers in the DACH region.

This role sits between SMB and mid-market. You’ll manage high-touch mid-market accounts, owning renewals, expansions, and long-term customer outcomes end-to-end. You’ll work closely with the Customer Success Lead and other teams to shape how Secfix delivers value and retains & expands revenue with larger customers.

This is a commercially accountable CSM role with clear ownership of Net Revenue Retention (NRR) and real influence on how Secfix scales its mid-market customer success motion.

What You'll Do:

You’ll own one of the most critical levers of the business: retention, expansion, and long-term customer value. We don’t micromanage: you’ll have context, best practices, and strong support, but full ownership of outcomes. You will:

• Own a portfolio of mid-market customers and be fully accountable for renewals and expansion

• Own the end-to-end implementation of compliance frameworks with your customers, guiding them from onboarding through audit readiness

• Become a trusted compliance partner, helping customers translate structured frameworks into practical, auditable processes

• Build and maintain clear account plans for priority customers

• Run structured renewal cycles, including pricing, scope, and procurement discussions

• Proactively identify upsell and expansion opportunities and drive them to close

• Run effective QBRs with clear narratives, outcomes, and next steps

• Translate complex security and compliance topics into business value

• Maintain accurate account health, renewal forecasts, and expansion pipeline in HubSpot

• Create and improve 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 ownership of renewals and expansion, not just relationship management

• Track record of delivering strong Net Revenue Retention in mid-market or upmarket accounts

• Comfortable managing longer cycles, complex stakeholders, and high expectations

• Confident handling tough renewal and commercial conversations

• Strong commercial mindset: you think about expansion in every customer interaction

• Able to communicate complex topics clearly in German (C2) and English

• Highly structured and process-driven, even in fast-moving 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 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.

• Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors.

• Development Budget: €1,000 annual personal development budget.

• Home office Budget: Home office budget and access to co-working spaces.

• Holidays: 26 days holiday + local public holidays.

• Health Insurance: Comprehensive health coverage.

• Annual Retreat: Annual retreat to build connections and inspire ideas (this year we've met in Alicante, Spain!).

• Company Events: Company-wide events to build relationships and have some fun!

• Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).
  

Interview Process:

1. 45 min - Intro call with Talent team

2. 45 min - Interview with CS Lead

3. Take-home Assessment

4. 45 min - Role-play with CS Lead

5. 30 min - Culture-focused interview with Co-Founder

Please note: We are an equal-opportunity employer and a 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.