Job Title: Buyer Success Lead
Location: 100% Distant (+/- 2hrs from Berlin CET or prepared to relocate to Germany)
We pay native charges which are at or above the market. We share this philosophy with GitLab.
The position
We’re in search of a Buyer Success Lead with a robust strategic mindset and a deep understanding of buyer wants to affix us and play a pivotal position within the crew as we scale.
About Secfix
Secfix automates safety compliance for SMBs in Europe. We assist SMBs automate ISO 27001, GDPR, TISAX, and SOC 2 quick and simple. Our platform integrates with an organization’s tech stack (like AWS, Azure AD, Jira, and so on.), routinely extracts the information wanted for compliance, and creates a guidelines to develop into and stay compliant.
About our crew
We’re a enjoyable, close-knit crew on a mission to automate safety and compliance for contemporary firms and develop into the European compliance automation chief. Our trajectory is fueled by prime traders, together with Octopus Ventures, Neosfer (Commerzbank), founders of Signavio and lots of extra angels.
We’re a crew of 18 (and rising!) with founders obsessed with Y Combinator product ideas and constructing a fantastic distant tradition. We’re fixing an actual want with an enormous $97bn market and the long run could be very brilliant.
About you
- At the very least 3-4 years of hands-on Buyer Success expertise, ideally inside a startup or the SaaS business.
- Demonstrated possession and accountability, driving tasks to completion with minimal oversight together with battle decision, bettering buyer retention, onboarding prospects, decreasing churn, and enhancing buyer expertise.
- Distinctive problem-solving expertise, able to shortly understanding and making use of new compliance data (e.g., ISO 27001) and helping prospects with technical API documentation.
- Confirmed management in scaling CS groups, inspiring and mentoring junior members, and constructing processes to scale a distant CS crew from Seed to Sequence A+.
- Deep buyer obsession, placing the client on the middle of all actions and advocating for them internally – making certain their voice is heard in product growth and firm technique.
- You are all about getting your level throughout clearly and concisely to shoppers and your crew. You retain issues easy, organized, and everybody on the identical web page utilizing instruments like instruments like Slack, Notion, Clickup and Collect.
- You’re keen on discovering methods to make life simpler by automating CS processes like organising a CRM system from scratch. You’ll be able to be taught new applied sciences quick. If there’s a faster, smarter strategy to do it, you’re on it – bonus factors when you’re a Zapier whiz or know the best way to code.
- Extremely organized and meticulous, managing onboarding, offboarding, ticket troubleshooting, and buyer requests effectively.
- Sturdy cross-team collaboration expertise, working seamlessly with product, gross sales, advertising, and engineering groups.
- A distant mindset, adept at working in a distant surroundings and making certain seamless communication and engagement throughout distributed groups.
Position Responsibilities
- Rent, lead and mentor a high-performing buyer success crew, fostering a customer-focused tradition.
- Turn into an skilled in ISO 27001, TISAX, GDPR, and different compliance requirements to raised help and information prospects.
- Preserve our prospects knowledgeable of our product roadmap and product updates by constructing environment friendly communication channels.
- Automate the onboarding course of for our prospects to allow them to simply onboard themselves with much less interactions from the crew.
- Enhance our CS operations and processes, together with sustaining our CRM system and assist desk articles, bug reporting course of, coordinating buyer calls, and dealing with buyer questions on intercom.
- Use no-code instruments like Retool, bubble or airtable to construct easy options we will launch quick with out a lot engineering involvement.
- Onboard and help Secfix key prospects all through their certification journey till renewals.
- Function the principle level of contact for purchasers, managing their requests, together with upselling, renewals, bug experiences, characteristic requests, and extra.
- Oversee the QA means of our platform along with our Engineering Supervisor.
- Collaborate carefully with gross sales, product, advertising, and engineering groups to make sure seamless buyer engagement.
- Create and analyze databases and processes to offer buyer suggestions to the product crew.
- Work with advertising to implement buyer referral applications.
What We Provide
- Distant Work: 100% distant work with a digital workplace in Collect.
- Aggressive Wage: Trade-competitive native salaries.We pay native charges which are at or above the market. We share this philosophy with GitLab.
- Fairness: Beneficiant fairness bundle – we’re all homeowners of Secfix and beneficiaries of our collective success.
- Holidays: 26 days vacation + native public holidays.
- Well being Insurance coverage: Complete well being protection.
- Growth Funds: €1,000 annual private growth finances.
- Workspace Funds: Distant workspace finances and entry to co-working areas.
- Annual Retreat: Annual retreat to construct connections and encourage concepts (this yr we’re headed to Milan!).
- Tech Gear: Newest tech gear (MacBook, displays, headphones).
- Firm Occasions: Firm-wide occasions to construct relationships and have some enjoyable!
- Mentorship: We’re backed by prime VCs and accelerators and have direct entry to world-class mentors.
Interview Course of:
- 45 min – Meet our Head of Individuals
- Take-home Evaluation
- 1.5hr Evaluation assessment and interview with our Founder and CEO
- 1.5h – Closing “Digital On-Website Interview” with crew & Co-Founders in Collect, our digital workplace
