Strategic Customer Success Manager

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

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.