Customer Success Team Lead (German-speaking)

<p style="min-height:1.5em"><em><strong>Remote within EU time zones · Fluent German and English required</strong></em></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">Secfix is run by a 100% remote team with the exception of our DACH sales team, which is based in Munich. 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. </p><p style="min-height:1.5em">We've raised our $12M Series A and are backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital.</p><p style="min-height:1.5em">This is where careers are made!</p><p style="min-height:1.5em"></p><h2>About the Role</h2><p style="min-height:1.5em">Our CSM team has grown to five Customer Success Managers, each running a book of customers through ISO 27001, SOC 2, TISAX, NIS 2 and DORA. As the team keeps growing, we're creating a dedicated Team Lead role: a manager who works alongside the CSMs every day and makes their coaching and development a priority!</p><p style="min-height:1.5em"></p><h2>What You'll Do</h2><p style="min-height:1.5em"><strong>Lead the CSM team</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Line-manage the CSMs: regular 1:1s, structured feedback, input to performance reviews and individual development plans</p></li><li><p style="min-height:1.5em">Own onboarding for new CSMs so they're productive on their first accounts fast</p></li><li><p style="min-height:1.5em">Allocate books and manage capacity across the team as customers and CSMs are added</p></li><li><p style="min-height:1.5em">Run a team health review covering at risk accounts, renewals and onboarding blockers</p></li><li><p style="min-height:1.5em">Own customer escalations within the CSM books</p></li><li><p style="min-height:1.5em">Own the CSM playbook and keep it current</p></li><li><p style="min-height:1.5em">Decide which CSM workflows to automate, and build the agents and automations with AI</p></li></ul><p style="min-height:1.5em"><strong>Drive the team's upsell performance</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Coach CSMs on spotting and running framework and service upsells within their books</p></li><li><p style="min-height:1.5em">Keep the team's upsell pipeline clean and be accountable for the team's upsell number</p></li></ul><p style="min-height:1.5em"><strong>Run your own portfolio</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Manage customers end to end: implementation, audit readiness, ongoing compliance, and upsell within those accounts</p></li><li><p style="min-height:1.5em">Stay close enough to the day-to-day work that your coaching is grounded in it</p></li></ul><p style="min-height:1.5em"></p><h2>About You</h2><p style="min-height:1.5em">This is a player-coach role where you'll be 60-70% hands-on operating with yo