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Customer Success Lead
vor 2 Monaten
Du bist interessiert an der Stelle als Customer Success Lead (m/w/d) bei Secfix GmbH?
Auf der Jobplattform Instaffo kannst du dich für diesen und weitere Jobs ohne großen Aufwand bewerben. Erstelle dein Profil in unter 3 Minuten und starte den Bewerbungsprozess mit nur wenigen Klicks.
Bitte beachte, dass die Stelle nur für Bewerber aus Deutschland, Österreich, der Schweiz und anderen EU-Staaten verfügbar ist.
Die Sprachanforderungen für diese Stelle sind: Deutsch - Muttersprachliches Niveau, Englisch - Muttersprachliches Niveau
We're looking for a Customer Success Lead with a strong strategic mindset and a deep understanding of customer needs to join us and play a pivotal role in the team as we scale. This role has enormous scope for growth for the right candidate, you'll be working alongside the CEO and you'll develop and implement customer success strategies that drive retention and growth, alongside scaling a collaborative, high-performing team.
Tätigkeiten- 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.
- 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 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.
- You love finding ways to make life easier by automating CS processes like setting up a CRM system from scratch. You are able to learn new technologies fast. If there's a quicker, smarter way to do it, you're on it – bonus points if you're a Zapier whiz or know how to code.
- 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.
You will have two colleagues in the CS team.
Bewerbungsprozess- 45 min - Meet our Head of People
- Take-home Assessment
- 1.5hr Assessment review and interview with our CEO and Customer Success Manager.
- 1.5h - Final "Virtual On-Site Interview" with team & Co-Founders in Gather, our virtual office
Secfix is a VC-backed scale-up that automates security compliance for SMBs in Europe. We help companies get and stay compliant with standards such as ISO 27001, GDPR, TISAX, and SOC 2 in weeks rather than months.
Our platform integrates with a company's tech stack (such as GCP, AWS, Azure, Google Workspaces, Jira, Gitlab, etc.), automatically extract the data needed for compliance, and creates a checklist to become and remain certified. Our fastest customer finished their certification in 4 weeks instead of 12+ months, typically seen from older institutions.
Now, the goal (with your help) is to become the market leader. We recently raised 3.6 million EUR in seed funding from Octopus Ventures, a leading UK VC, Neosfer (a VC backed by Commerzbank), and several top-notch serial entrepreneurs, following our impressive growth. Now, the goal (with your help) is to become the market leader.
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