Customer Success Manager, Vienna

Help us reinvent how industrial projects are planned and delivered. We turn years of research and industry collaboration into real-world impact. Interested? Apply below or send an open application. Customer Success Manager (Full-Time)

About Factorymaker

factorymaker is building AI design agents for the industrial world. We turn complex factory and infrastructure planning into intelligent, data-driven decision systems. We connect building, process, and site data within an intelligent decision space that enables companies to solve complex operational and strategic challenges in a data-driven way. Our technology automates analysis, planning, and optimization processes and transforms infrastructure from a static cost factor into an active performance lever. We help industrial companies use space more efficiently, improve workflows, and make well-informed investment decisions. We are a Vienna-based deep-tech company building the next generation of AI-powered decision and optimization systems for industrial organizations.Your Role

As a Customer Success Manager, you are responsible for the long-term success of our enterprise customers. You guide them from structured onboarding through training and active usage to renewals and upselling opportunities. You understand both the operational challenges of our industrial clients and the strategic value of our design agents— ensuring that our solution delivers measurable impact. Your goal: high customer satisfaction, sustainable product adoption, and minimal churn.Responsibilities

Manage the entire onboarding process for new customers Conduct product trainings, workshops, and enablement sessions Proactively monitor product usage and derive concrete actions to increase adoption Build long-term customer relationships on both operational and strategic levels Take ownership of renewals and actively support upselling and expansion opportunitiesSystematically collect and structure customer feedback Collaborate closely with Product and Sales to drive continuous improvement Analyze KPIs such as adoption rate, customer health score, and churn rate Develop best practices, playbooks, and customer success processes Requirements (Must-Haves)

3–5+ years of experience in Customer Success, Account Management, or B2B SaaS Experience working with enterprise clients Ability to communicate complex technical solutions in a clear, value-oriented way Structured, data-driven working style (CRM- and KPI-focused) Excellent German and English skillsNice-to-Have

Experience in industrial environments (manufacturing, logistics, construction, infrastructure) Basic technical understanding of SaaS, AI, or optimization systems Experience with enterprise onboarding processes Background in consulting or process optimization Experience building Customer Success structures in a startupWhat we offer

Direct collaboration with the founders and deep insight into building and scaling a growing deep-tech startup High level of responsibility and real impact on strategy, market positioning, and company success The opportunity to actively shape a new technology category in the industrial sector International, interdisciplinary team with short decision-making paths and an open communication cultureEnterprise clients and demanding industrial projects Dynamic, innovation-driven environment focused on AI, optimization, and design technologies Flexible working hours with an outcome-oriented culture rather than presence-based Remote work possible (up to 50% home office) Modern office in Vienna’s 4th districtParticipation in relevant conferences and industry events Regular team offsites and retreats Flexible vacation policy Laptop and technical equipment of choice Free snacks and coffee in the office The minimum salary for this position is based on the Austrian collective agreement for employees in IT services (employment group ST1). A market-competitive overpayment is offered depending on qualifications and professional experience.Interested?

Send us your application with CV and a short motivation letter . We’re looking forward to hearing from you!

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