Technical CSM: Own Onboarding, Upsell & Impact

Customer Success Manager (m/f/d) – E‑Commerce SaaS
Location: Vienna, Austria (Hybrid/Remote possible)
Reference: J‑18808‑Ljbffr

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About Us

We are a fast‑growing SaaS startup based in Vienna, empowering e‑commerce brands with a powerful API‑first platform that streamlines inventory, order, and fulfillment management. Our mission is to help merchants scale effortlessly while delivering a seamless shopping experience for their customers.

Why Join?

• Dynamic environment: Work side‑by‑side with founders and product innovators.
• Career acceleration: Clear path to senior leadership roles as we expand across Europe.
• Competitive package: Attractive salary, performance‑based bonus, equity options, and a comprehensive benefits suite (health insurance, wellness stipend, unlimited PTO, professional development budget).
• Culture: Transparent, collaborative, and data‑driven – we thrive on feedback and continuous improvement.

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What You’ll Do

Responsibility	Impact
Own a portfolio of B2B e‑commerce clients – onboard, train, and guide them to achieve their business goals.	Drives churn reduction & upsell revenue.
Act as the trusted advisor – proactively identify opportunities, suggest best‑practice workflows, and champion product adoption.	Increases product stickiness & customer satisfaction (NPS).
Manage the post‑sale lifecycle – coordinate with product, engineering, and support to resolve issues quickly and keep customers informed.	Ensures fast resolution times and high CSAT.
Monitor health metrics – usage, API call volume, error rates, and renewal dates; intervene before risk escalates.	Reduces churn risk and informs product roadmap.
Conduct quarterly business reviews (QBRs) – present data‑driven insights, ROI calculations, and roadmap updates.	Strengthens strategic partnership and uncovers expansion opportunities.
Collaborate on product feedback loops – gather client insights, log feature requests, and work with the dev team to prioritize enhancements.	Improves product‑market fit and customer loyalty.
Educate internal teams – share client success stories, best practices, and market trends.	Elevates overall company knowledge and sales enablement.

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Who You Are

Must‑Have	Nice‑to‑Have
2+ years of experience in Customer Success, Account Management, or a related client‑facing role within B2B SaaS (preferably e‑commerce or logistics).	Experience with enterprise‑level API integrations and JSON data structures.
Fluent in German and English (written & spoken).	Background in software development, data engineering, or a technical degree.
Proven track record of meeting or exceeding renewal & expansion targets.	Familiarity with e‑commerce platforms (Shopify, Magento, WooCommerce, etc.).
Strong communication & presentation skills; comfortable speaking to C‑level stakeholders.	Experience using CRM/CS tools (HubSpot, Gainsight, Salesforce, etc.).
Ability to thrive under pressure, manage multiple accounts, and prioritize tasks autonomously.	Knowledge of agile methodologies and product development cycles.
Analytical mindset – comfortable interpreting usage data, API logs, and building actionable insights.	Multilingual (additional European languages).

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What We Offer

• Base salary competitive for the Vienna market + performance bonus.
• Equity participation – become a true stakeholder in our growth.
• Health & wellness – private health insurance, gym membership stipend, mental‑health resources.
• Work‑life balance – flexible hours, remote‑work options, unlimited vacation policy.
• Learning & development – budget for conferences, certifications, and online courses.
• Team events – regular off‑sites, hack days, and social gatherings.

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How to Apply

1. Prepare your CV (English or German) highlighting relevant SaaS and e‑commerce experience.
2. Write a short cover letter (max 300 words) explaining why you’re the perfect fit for this role and how you’ve driven customer success in past positions.
3. Attach any case studies or metrics (e.g., churn reduction, upsell percentages) that showcase your impact.

Send your application to careers@ourstartup.io with the subject line:

Customer Success Manager – J-18808-Ljbffr

We’ll review applications on a rolling basis and aim to schedule initial conversations within 7 business days.

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Our startup is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.