Mid-Market Customer Success Manager (SaaS)

TL;DR

Mid-Market Customer Success Manager (SaaS/Compliance): Managing a portfolio of high-value customers in the DACH region with an accent on Net Revenue Retention (NRR) and long-term customer outcomes. Focus on driving renewals, expansion opportunities, and guiding customers through the implementation of security compliance frameworks.

Location: Remote (Europe). Must be based within EU time zones (+/- 2hrs from Germany GMT+1).

Company

hirify.global is a security compliance automation platform helping companies achieve ISO 27001, GDPR, TISAX, and SOC 2 certifications efficiently.

What you will do

• Own a portfolio of mid-market customers with full accountability for renewals and expansion.
• Guide customers through the end-to-end implementation of compliance frameworks, from onboarding to audit readiness.
• Drive Net Revenue Retention (NRR) by identifying and closing upsell opportunities.
• Conduct structured QBRs and maintain detailed account plans for priority customers.
• Translate complex security and compliance requirements into clear business value for clients.
• Develop and optimize scalable CS playbooks, templates, and internal processes.

Requirements

• 4+ years of experience as a Customer Success Manager in a B2B SaaS company (ideally seed to series B).
• Proven track record of owning commercial outcomes, specifically renewals and expansion.
• German language proficiency at C2 level is essential.
• English language proficiency (C1+).
• Strong commercial mindset and experience handling complex stakeholders.
• Must be based within EU time zones.

Nice to have

• Exposure to GRC (Governance, Risk, and Compliance) or information security topics.
• Experience building CS processes and tooling from the ground up.

Culture & Benefits

• 100% remote work utilizing Gather as a virtual office.
• Competitive local salaries and a generous equity package.
• €1,000 annual personal development budget and dedicated home office budget.
• 26 days of holiday plus local public holidays.
• Comprehensive health insurance and annual team retreats (e.g., Milan).
• Latest tech equipment provided (MacBook, monitors, headphones).

Hiring process

• Introductory call with the Talent team (20-30 min).
• Interview with the CS Lead (45 min).
• Take-home Assessment.
• Technical interview and assessment review with the CS Lead and Co-Founder (90 min).