Customer Success Manager (m/f/d)

ANEXIA Inc.; Wien; Hybrid; EUR 75,000 - 90,000; Full time

Job summary

ANEXIA Inc. in Austria is seeking a Customer Success Manager to manage a defined portfolio of existing customers, acting as the central point of contact between customers and internal teams to ensure smooth ongoing operations.

You will lead incident communications, monitor SLAs and KPIs, analyze performance, and drive continuous improvements while maintaining strong customer relationships.

Qualifications

• Completed technical education (HTL, university of applied sciences, or university) or an equivalent qualification in IT.
• Strong communication skills and the ability to stay calm and confident when dealing with conflicts, escalations, and complaints.
• 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.

Responsibilities

• Professional, transparent customer communication, including service reviews and development meetings, and leading communication during incidents and outages.
• Monitor and ensure compliance with the SLA, KPI, and support requirements specified in customer contracts.
• Analyse performance and contract metrics and prepare clear performance reports (SLA, KPI, support metrics).
• Identify customer risks early and implement improvements following complaints and escalations.
• Ensure accurate billing of services in line with contract terms.
• Contribute to continuous improvement processes (CIP).

Skills

Clear communication

Incident management

SLA/KPI reporting

Cloud/hosting knowledge

Education

HTL / university of applied sciences / university equivalent (IT)

Tools

Excel

BI tools

Job description

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.

• 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)

• 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

An environment where you can take ownership, contribute your ideas and build sustainable solutions with experienced colleagues.

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.

from € 75,000 gross/year