Customer Success Manager (German-speaking)

Remote (+/- 2hrs from Germany GMT+1). C1 or C2 German Language is essential 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. Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. 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. We’re backed by top VCs, including Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and many more business angels. About the Role You'll be the second member of our Product Support team, trusted to design processes, set standards, and shape how Support is done at Secfix. If you like ownership and you’re proactive, this opportunity is for you :) What You'll Do: As a Product Support Specialist, you will serve as the first point of contact for product-related inquiries, focusing on providing exceptional support to our clients. Key responsibilities include: * Act as the first line of support on product-related queries via chat, responding with empathy, clarity, and efficiency to resolve issues quickly. * Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution without the need for direct debugging or code fixes. * Perform pre-release QA checks to ensure you are uptodate. * Own and update the knowledge base, including creating help center articles that simplify complex topics for our customers. * Create videos and own communication on new feature releases and get our users excited about new functionalities * Continuously refine support processes to optimize customer experiences and improve efficiency. * Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively. About You: The ideal candidate has a background in technical product support within a B2B SaaS environment, with a strong understanding of software products. Here’s what we’re looking for: * 1-4 years of customer-facing experience in technical support or similar roles in a SaaS company * Familiarity with cloud platforms (AWS, Google Cloud, Microsoft Azure), APIs and a good understanding of support tools like Zendesk/Intercom. * You should be capable of extracting information and analyzing data using SQL in your day-to-day work. * Skilled at analyzing issues and collaborating with engineering teams to solve complex technical problems without hands-on coding. * Exceptional written and verbal communication in English and German, comfortable in customer chat interactions and in crafting detailed knowledge base articles. * Driven to take full ownership of customer issues from identification to resolution, including documentation. * Enthusiastic about working in a fast-paced startup environment, quick to learn, and proactive in adopting new tools and technologies. What we offer * 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. * Health Insurance: Comprehensive health coverage. * Annual Retreat: Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!). * Company Events: Company-wide events to build relationships and have some fun! * Tech Equipment: Latest tech equipment (MacBook, monitors, headphones). Interview Process: * 20-30 min - Intro call with Talent team * Take-home Assessment * 45 min interview with our CS Lead and Founding Product Support Specialist * 60 min - Final Founder Interview with Co-Founders Please note: We are an equal-opportunity employer and remote-only company. At this time, we can support hiring only within EU time zones. We work in sync using Gather as our virtual office. As a small fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work. Read more about our Remote Culture here.

Remote (+/- 2hrs from Germany GMT+1). C1 or C2 German Language is essential 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. Secfix is run by a 100% remote team with hubs in Munich, Berlin and London. 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. We’ve just raised our $12M Series A and are backed by top VCs, including Alstin Capital, Neosfer (Commerzbank), and Bayern Capital. About the Role We're hiring a Senior Information Security Specialist to strengthen our compliance function as Secfix scales into more frameworks, mid-market customers, and a growing compliance team. This role sits at the intersection of compliance delivery, content, and team support. You'll own the compliance knowledge that lives inside our platform, mentor our junior compliance specialists, support our customer success team, and act as the senior compliance voice for customers, auditors, and product. You'll work closely with our co-founder & CISO and our CS Lead. This is a high-impact role with real influence on how Secfix delivers compliance: both as a service to customers and as content inside our app. What You'll Do: You will own one of the most important pillars of Secfix: the quality and breadth of our compliance offering. We don't (and can't afford to) micro-manage. We've built strong foundations and will give you full context on what works. You can test new approaches, but at the end of the day, you have full ownership of how you deliver results (with a strong support network from within and outside the company). You will: * Own and drive the compliance roadmap inside the Secfix platform across different compliance frameworks (ISO 27001, TISAX, SOC 2, GDPR, NIS 2, DORA, ISO 27017/27018, ISO 42001, C5, and more as we expand) * Implement ISO 27001 and adjacent frameworks end-to-end for customers * Mentor and upskill the compliance team: sharing expertise, reviewing work, and helping drive consistency in audits and customer deliverables * Conduct internal audits directly for strategic and complex customers, and review the internal audits performed by junior team members to drive quality and consistency * Act as a compliance partner to CSMs and sales reps: fast, reliable support for customer questions, and joining customer calls when deep expertise is needed * Own the quality of compliance content in the platform (including creating policies, evidence templates, Compliance enable playbooks for our CSMs, security awareness trainings and more) * Close framework gaps and incorporate auditor feedback into both team practice and platform improvements * Partner with product and engineering to translate compliance gaps into structured product work * Collaborate closely with CS, Product, and Founders to align compliance, customer, and roadmap priorities * Deepen relationships with our existing certification partners and train auditors on the Secfix platform so they can confidently use it during customer audits To be qualified for this role, you must have the following: * German (C1/C2) and English (fluent) is a must for this role * 5+ years of hands‑on information security and GRC experience in B2B SaaS * Led 3+ successful ISO 27001 certification projects as an implementer and/or auditor at a startup or mid-market company * Hands on experience with a GRC platform like Secfix, or similar GRC platforms * Cloud infrastructure readiness across AWS, Azure, and GCP; experience with posture analysis and remediation planning * Strong project management skills with the ability to break down ambiguous initiatives into concrete deliverables, prioritizes ruthlessly, and ships * Excellent written communication, especially in producing clear, precise compliance content for diverse audiences (auditors, founders, engineers) * Strong ownership mindset: operates as a senior individual contributor without waiting for direction Bonus: * Experience implementing one or two additional compliance frameworks (e.g. SOC 2, GDPR, NIS 2, etc.) * Experience mentoring or coaching colleagues in a compliance, audit, or GRC context * Experience in a startup environment is a plus What we offer * 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. * Health Insurance: Comprehensive health coverage. * Annual Retreat: Annual retreat to build connections and inspire ideas (this year we’re headed to Milan!). * Company Events: Company-wide events to build relationships and have some fun! * Tech Equipment: Latest tech equipment (MacBook, monitors, headphones). Interview Process: * 20-30 min - Intro call with Talent team * Take-home Assessment * 1.5hr Assessment review and interview with our CS Lead and CEO * 45 min - Final Founder Interview with Co-Founders (CTO & CISO) Please note: We are an equal-opportunity employer and remote-only company. At this time, we can support hiring only within EU time zones. We work in sync using Gather as our virtual office. As a small fast-growing company, we believe in the need for an in-sync component of daily communication and therefore cannot support 100% asynchronous work. Read more about our Remote Culture here.