Mid-Market Customer Success Manager, Secfix

• 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

Desirable

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

• 20-30 min - Intro call with Talent team
• Take-home Assessment
• 90 min - Technical interview: assessment review and interview with CS Lead and Co-Founder