Cloud & Hosting Customer Success Manager

Netcup; Wien; On-site; EUR 40,000 - 56,000; Full time

Job summary

netcup is seeking a Customer Success Manager in Vienna to oversee a defined portfolio, act as the primary contact between customers and internal teams, and ensure SLA/KPI compliance. The role requires strong communication, analytical thinking, and experience in incident management and billing accuracy.

Fluent German and English are essential, with IT qualifications and cloud hosting expertise. You will participate in reviews, generate performance reports, monitor customer satisfaction, and

Qualifications

• Completed technical education in IT or equivalent
• Experience with cloud hosting and infrastructure services
• Strong communication under pressure and conflict management
• Customer and business focus with responsibility
• Experience defining, monitoring and reporting SLAs/KPIs (Excel/BI)
• Knowledge of ITIL incident/service management is a plus
• Fluent German and English, written and spoken

Responsibilities

• Manage a defined portfolio of existing customers in a structured way during operations
• Serve as the central contact point between customers and internal teams
• Lead communications during incidents and outages, including root cause analyses
• Monitor SLA/KPI adherence and ensure contract terms are met
• Analyze performance metrics and prepare clear SLA/KPI reports
• Identify customer risks, implement improvements after complaints/escalations
• Ensure accurate billing in line with contracts and terms
• Participate in continuous improvement processes (CIP)

Skills

Customer communication

SLA/KPI management

Incident management

Performance reporting

Billing accuracy

Education

HTL / IT university degree

Tools

Excel

BI tools

Job description

netcup is seeking a Customer Success Manager in Vienna to oversee a defined portfolio, act as the primary contact between customers and internal teams, and ensure SLA/KPI compliance. The role requires strong communication, analytical thinking, and experience in incident management and billing accuracy.

Fluent German and English are essential, with IT qualifications and cloud hosting expertise. You will participate in reviews, generate performance reports, monitor customer satisfaction, and