Customer Success Manager - Remote & KPI-Driven

ANEXIA Inc.; Town of Vienna (WI); Hybrid; USD 75,000 - 92,000; Full time

Benefits offered by this job

Development

Mental Health

Equipment

Celebrations

Flexibility

Retreats

Job summary

Anexia is seeking a Customer Success Manager to oversee a defined portfolio of existing customers and serve as the central contact between customers and internal teams. You will communicate transparently, manage escalations, monitor SLAs and KPIs, and contribute to continuous improvement initiatives.

Ideal candidates have strong IT understanding, German and English fluency, and a customer/business focus. The role offers a flexible work setup with remote, hybrid, or office-based options and a

Qualifications

• 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).

Responsibilities

• 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).

Skills

Communication

Analytical thinking

Stakeholder management

SLA/KPI reporting

ITIL awareness

German & English fluency

Education

HTL / University of Applied Sciences / University

Job description

Anexia is seeking a Customer Success Manager to oversee a defined portfolio of existing customers and serve as the central contact between customers and internal teams. You will communicate transparently, manage escalations, monitor SLAs and KPIs, and contribute to continuous improvement initiatives.

Ideal candidates have strong IT understanding, German and English fluency, and a customer/business focus. The role offers a flexible work setup with remote, hybrid, or office-based options and a