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secfix - Customer Success Team Lead (German-speaking)

Remote - Germany+ Equity2d ago

Remote Staff EMEA Cybersecurity Head of Customer Success Community Lead Customer Success Team Management Customer Onboarding CSM Performance Reviews Coaching Close

Requirements

• Experience in compliance, information security or GRC (ISO 27001 or TISAX in particular) • You've built or reworked a CSM onboarding programme before • You've worked in a fully remote team of a similar size

Responsibilities

• Lead the CSM team • Line-manage the CSMs: regular 1:1s, structured feedback, input to performance reviews and individual development plans • Own onboarding for new CSMs so they're productive on their first accounts fast • Allocate books and manage capacity across the team as customers and CSMs are added • Run a team health review 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 the agents and automations with AI • Drive the team's upsell performance • Coach CSMs on spotting and running framework and service upsells within their books • Keep the team's upsell pipeline clean and be accountable for the team's upsell number • Run your own portfolio • Manage customers end to end: implementation, audit readiness, ongoing compliance, and upsell within those accounts • Stay close enough to the day-to-day work that your coaching is grounded in it

Benefits

• 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. • 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).