Customer Success Manager (m/w/d)
Join our team and work in the most exciting field of the IT industry: Augmented Reality.
ViewAR is a leading provider of Augmented Reality software solutions. With over 12 years of industry experience, we are dedicated to developing innovative products that help companies improve their business processes. Our solutions are already used by Fortune 100 companies for a variety of applications, such as indoor navigation, digitalization of workflows, incident tagging, employee onboarding and training.
Your Mission
As a Customer Success Manager, you will take ownership of customer projects and guide them through every stage of the Customer Success Journey—from project kick-off and initial implementation of our Augmented Reality (AR) solution to seamless, productive integration within their organization.
This role blends a strong customer-focused mindset with practical technical skills to effectively consult with customers on adopting our solutions. Our clients primarily operate in the industrial and manufacturing sectors.
The Customer Success Journey is tailored to each customer’s unique needs, with distinct challenges at each stage. Key responsibilities include understanding the customer’s requirements and on-site context, identifying (and partially resolving) technical issues during and after implementation, clearly communicating and educating the customer, building trusted relationships, and efficiently managing projects end-to-end.
You will join our growing Customer Experience team—encompassing Customer Success, Support, and Education—at an exciting time as we shape this new department to make a strong impact on the company’s success. If you’re looking for a meaningful role in an exciting technology space, we’d love to hear from you.
Responsibilities
- Take ownership of and accountability for Customer Success, Projects end-to-end implementing our AR solutions.
- Pro-actively engage with customers to reach the ‘expansion stage’.
- Establish trusted relationships and maintain ongoing communication.
- Understand customer needs and gather detailed requirements.
- Identify and, where possible, resolve technical issues, and provide ongoing support.
- Educate and empower customers to effectively use our solutions.
- Co-create with various external and internal stakeholders to drive meaningful impact.
- Be accountable for the complete and correct information documentation (Confluence, Jira, and Slack).
What You Bring Along
The ideal candidate has a can-do attitude, is comfortable handling technically complex customer projects, and approaches each interaction with a strong customer-centric mindset.
You should have the ability to approach problems from the customer’s perspective to understand the underlying (technical) issues and consult effectively. Relevant experience in at least one of the following areas is essential, with both areas preferred:
- Technical Account Management or Consulting (experience that includes communicating with clients, maintaining consistent contact, and managing projects).
- Customer Support – 1st or 2nd Level (e.g, experience in a support hotline)
You should have a foundational understanding of the following technical areas—depth is not required, but enough familiarity to appreciate their relevance to our solution:
- Relational Database Management (understanding of database functionality, SQL queries, etc.).
- HTML / Internet Technology (knowledge of servers, clients, and basic web infrastructure).
- JSON and Programming Concepts (ability to read JSON scripts, basic understanding of programming principles, and the purpose of APIs).
- Image Editing (some experience with picture or video editing).
- 3D Modeling and Augmented Reality Development (e.g., some experience with 3D modeling software or general knowledge from interests like video game development).
Additionally, you bring
- Proficiency in German (C1 level) and English (C1 level)
- Experience with Confluence, Jira, Slack, and Google Suite
- Self-sufficiency and strong self-organization skills
- Resilience and adaptability
- Willingness to travel as needed
What We Offer
- Independent yet team-oriented work within an international team
- Flat hierarchies
- Exposure to cutting-edge technology
- A modern office in the heart of Vienna
- Home Office / Remote Working two days per week
- The latest technical equipment for work
- Free beverages, fresh fruit, and a variety of snacks
We look forward to receiving your application!
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