Remote Customer Success Lead

Summary

The job description is for a Customer Success Lead role at Secfix, a company that automates security compliance for SMBs in Europe. The role involves scaling the customer success team, implementing customer success strategies, and becoming an expert in various compliance standards. The position is remote (within 2 hours of Berlin CET or willingness to relocate to Germany) and offers competitive salary, equity, generous benefits, and a supportive work environment.

Requirements

• At least 3-4 years of hands-on Customer Success experience, ideally within a startup or the SaaS industry
• Demonstrated ownership and accountability, driving projects to completion with minimal oversight including conflict resolution, improving customer retention, onboarding customers, reducing churn, and enhancing customer experience
• Exceptional problem-solving skills, capable of quickly understanding and applying new compliance knowledge (e.g., ISO 27001) and assisting customers with technical API documentation
• Proven leadership in scaling CS teams, inspiring and mentoring junior members, and building processes to scale a remote CS team from Seed to Series A+
• Deep customer obsession, putting the customer at the center of all activities and advocating for them internally - ensuring their voice is heard in product development and company strategy
• You're all about getting your point across clearly and concisely to clients and your team. You keep things simple, organized, and everyone on the same page using tools like tools like Slack, Notion, Clickup and Gather
• Highly organized and meticulous, managing onboarding, offboarding, ticket troubleshooting, and customer requests efficiently
• Strong cross-team collaboration skills, working seamlessly with product, sales, marketing, and engineering teams
• A remote mindset, adept at working in a remote environment and ensuring seamless communication and engagement across distributed teams

Responsibilities

• Hire, lead and mentor a high-performing customer success team, fostering a customer-focused culture
• Become an expert in ISO 27001, TISAX, GDPR, and other compliance standards to better support and guide customers
• Keep our customers informed of our product roadmap and product updates by building efficient communication channels
• Automate the onboarding process for our customers so they can easily onboard themselves with less interactions from the team
• Improve our CS operations and processes, including maintaining our CRM system and help desk articles, bug reporting process, coordinating customer calls, and handling customer questions on intercom
• Use no-code tools like Retool, bubble or airtable to build simple features we can launch fast without much engineering involvement
• Onboard and support Secfix key customers throughout their certification journey until renewals
• Serve as the main point of contact for customers, managing their requests, including upselling, renewals, bug reports, feature requests, and more
• Oversee the QA process of our platform together with our Engineering Manager
• Collaborate closely with sales, product, marketing, and engineering teams to ensure seamless customer engagement
• Create and analyze databases and processes to provide customer feedback to the product team
• Work with marketing to implement customer referral programs

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
• Holidays: 26 days holiday + local public holidays
• Health Insurance: Comprehensive health coverage
• Development Budget: €1,000 annual personal development budget
• Workspace Budget: Remote workspace budget and access to co-working spaces
• Annual Retreat: Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!)
• Tech Equipment: Latest tech equipment (MacBook, monitors, headphones)
• Company Events: Company-wide events to build relationships and have some fun!
• Mentorship: We are backed by top VCs and accelerators and have direct access to world-class mentors