Customer Success Team Lead (German-speaking)

Location: Remote within Germany, Poland, the UK (north or south), or Austria; EU time zones required. Fluent German and English required. Final interview includes an in-person lunch.

Company

hirify.global automates security compliance for companies pursuing and maintaining ISO 27001, GDPR, TISAX, SOC 2, NIS 2, and DORA compliance.

What you will do

• Line-manage the Customer Success Managers through 1:1s, feedback, performance review input, development plans, and onboarding.
• Allocate customer books, manage team capacity, review account health, renewals, onboarding blockers, and escalations.
• Own and maintain the CSM playbook and build AI-powered agents and automations for selected workflows.
• Coach CSMs on framework and service upsells, maintain the upsell pipeline, and be accountable for the team’s upsell number.
• Manage a reduced portfolio end to end across implementation, audit readiness, ongoing compliance, and upsell.

Requirements

• At least 1 year of experience managing or formally coaching CSMs; this is not a first management role.
• 4+ years as a Customer Success Manager in B2B SaaS, ideally with mid-market or DACH Mittelstand customers.
• Fluent German and English required for working with customers in both languages.
• Experience carrying an upsell or NRR target and coaching others toward revenue goals.
• Experience building automations or AI workflows for yourself or a team, beyond using chat tools.
• Structured, direct feedback style and ability to conduct difficult performance conversations independently.
• Ability to work in a written-first remote environment with clear specifications, ownership, and limited synchronous oversight.
• Player-coach availability: 60–70% hands-on customer work and 30–40% management tasks.

Nice to have

• Experience in compliance, information security, or GRC, particularly ISO 27001 or TISAX.
• Experience building or reworking a CSM onboarding programme.
• Experience working in a fully remote team of a similar size.

Culture & Benefits

• 100% remote work with a virtual office in Gather and access to co-working spaces.
• Local salaries at or above market rates, plus a generous equity package.
• €1,000 annual personal development budget, mentorship access, and latest tech equipment.
• 26 days of holiday plus local public holidays.
• Annual retreats and company-wide events.

Hiring process

• Screening call with the recruiter, followed by interviews with the Head of Customer Success, CEO, and CTO.
• Complete a take-home challenge and discuss it in a follow-up interview.
• Attend a final in-person lunch with the Head of Customer Success; travel will be provided.