Mid-market Customer Success Manager (German Speaking)

Secfix

4d•Remote

About The Position

Secfix is seeking a Mid-Market Customer Success Manager to manage and grow a portfolio of higher-value, more complex customers in the DACH region. This role is crucial for owning renewals, expansions, and long-term customer outcomes end-to-end. You will collaborate with the Customer Success Lead and other teams to enhance how Secfix delivers value, retains customers, and expands revenue with larger clients. This position is commercially accountable, with direct responsibility for Net Revenue Retention (NRR) and significant influence on scaling Secfix's mid-market customer success strategy.

Requirements

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 Haves

Exposure to compliance, information security, risk, or GRC topics.
Experience building or improving CS processes and tooling from scratch.

Responsibilities

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 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.