Customer Success Manager (m/f/d)

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

Be Yourself - Because that´s how we want You to be

We can, we want and we are also entitled to - because we are a team of highly motivated and qualified employees who are as passionate about inspiring customers as we are about working on technical solutions. And that makes us unique! If you want to take yourself and our products further, then come to us and shape the future of netcup!

Customer Success Manager (m/f/d)

as of now | Full-time | Vienna

You are a strong communicator, think analytically, and keep customer relationships on track even in challenging situations? If customer focus, ownership, and escalation management are your strengths, then become part of our Customer Success Management team at Anexia! In this role, you will manage a defined portfolio of existing customers in a structured way during ongoing operations and act as the central point of contact between the customer and our internal teams.

PROFILE

• Professional, transparent customer communication (including service reviews and development meetings) and leading communication during incidents and critical outages (including root cause analyses)
• Monitoring and ensuring compliance with the SLA, KPI, and support requirements specified in customer contracts
• Analyzing performance and contract metrics and preparing clear, meaningful performance reports (SLA, KPI, support metrics)
• Analyzing customer satisfaction, identifying and managing customer risks early, and implementing lasting improvements following complaints and escalations
• Ensuring accurate billing of services in line with contract terms
• Helping shape and improve processes as part of our continuous improvement process (CIP)

WANTED

• Completed technical education (HTL, university of applied sciences, or university) or an equivalent qualification in IT
• Technical understanding of infrastructure services, ideally with experience in cloud solutions and hosting
• Strong communication skills and the ability to stay calm and confident when dealing with conflicts, escalations, and complaints
• Customer and business focus, and a strong sense of responsibility
• Experience in defining, monitoring, and reporting on SLAs and KPIs (e.g., using Excel or BI tools)
• Knowledge of incident and service management in an ITIL context is an advantage
• Excellent command of German and English, both written and spoken

WHAT WE OFFER

At Anexia well-being is defined by six categories we keep up to date – to match the zeitgeist and the needs we identify while working on the job. Great work deserves great conditions. Our benefits are a vital part of that – not perks, but infrastructure. Providing balance & sparking inspiration.

Have we sparked your interest?

We look forward to your expressive application!

ABOUT

Founded in 2008, the company has been part of the international Anexia Group since 2016 and, as an Internet Service Provider, serves over 75,000 business and residential customers worldwide. Our main strength lies in the provision of web hosting, virtual and dedicated servers, and support of the same through management services. We also offer our customers a large selection of Top Level Domains.

Worldwide, we serve over 200,000 satisfied customers with 400,000 domains.

Our quality has won several awards - picking up a 'Very good' from CHIP computer magazine.

Part of the Anexia Group with over 400 employees and 6 office locations worldwide.

netcup - Webhosting, Server und Domains Telematica Datasix Datacenter Datasix Datacenter

Do you still have questions?

Marina MAROS

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Email: [e-mail]