Customer Success Manager (m/f/d)
What this role is about and who we are looking for
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.
Your tasks
- 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)
Your profile
- 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
An environment where you can take ownership, contribute your ideas and build sustainable solutions with experienced colleagues.
Benefits & Well-Being
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.
