Customer Success

About Viktor

Viktor is the AI teammate. It lives in Slack and Microsoft Teams, connects to thousands of tools, and does real work for real companies: finance, marketing, ops, engineering. We're building the product that replaces half the SaaS stack.

The team is small. The scope is not.

The Short Version

You're the person customers reach when they need help, and the person who makes sure they get more out of Viktor every week than the last. When a workspace goes quiet, you notice. When a power user hits a wall, you unblock them. When something breaks, you're on it before the second message lands.

The work shifts between firefighting and building: one morning you're walking a new admin through their first workflow, the afternoon you're debugging an integration with engineering, the next day you're writing the onboarding guide that didn't exist yet.

What's Actually Going On Here

We're a small team across Warsaw and Munich. Viktor is live with customers and growing fast. Customers churning quietly because no one caught the signal is the failure mode we're hiring against. You own the customer relationship from post-sale onward and make Viktor stick.

What You'll Actually Do

• Onboarding. Get new workspaces from signup to real daily usage.

• Technical support. Triage issues, reproduce bugs, work with engineering to close them.

• Account management. Check-ins, usage reviews, expansion conversations.

• Enablement. Workflows, templates, internal champions.

• Churn prevention. Spot drop-off early and act on it.

• Feedback to product. Real customer pain, prioritized and written up so engineering can act.

What ties it together: you own tickets until they close, and you turn patterns across accounts into things that scale: playbooks, docs, automations.

The Bar

This role is judged on retention, expansion, and customer signal, not ticket volume. "I got back to them" isn't the bar. "They're getting more out of Viktor this month than last" is.

How You'll Know It's Working

• 30 days. Customers know who to ping. You've shipped the first version of onboarding and a usage dashboard you actually look at.

• 60 days. Response times are tight, churn signals get caught early, and engineering is shipping fixes against issues you scoped. Customers cite support as a reason they stay.

• 90 days. You're the customer voice inside the company. Roadmap decisions reference your notes, and expansion is happening on accounts that would've quietly churned.

Who You Are

• Problem solver. You read the logs, reproduce the bug, try the workaround, then bring engineering a clean repro.

• Customer-obsessed without being a pushover. You push back on bad-fit asks and say no when no is right.

• Technically curious. You can read an API doc, understand a webhook, and hold your own in a technical conversation. AI/SaaS background is a strong plus.

• Comfortable in chaos. Startup, small team, full ownership, no playbook to inherit.

• Strong written and spoken English. Warsaw-based, CET, in the office regularly.

• Experience in CS, AE, support, or technical support engineering, ideally at a software or AI company. Evidence you've owned customers end-to-end beats the job title.

• AI-native. You use tools like Claude or Viktor as your actual daily workflow.

Even Better If

• You've been the first CS hire somewhere, or close to it.

• You've worked with technical buyers and admins (devs, IT, ops leads).

• You've shipped customer-facing docs, in-app guides, or onboarding flows that moved a metric.

How we work

Small team, high trust, low process. Decisions are made by owners, not committees. You will ship your first week. You will talk to users your first day. We don't do alignment meetings or stakeholder syncs. We build things, see if they work, and iterate.

Everyone here owns something real. Not a task. A surface of the company that customers depend on. When it breaks, you fix it. When it wins, everyone knows whose work it was.

We use Viktor to build Viktor. You'll see what you're working on in action every day.

Why Viktor

This is a rare window. The product works. The market is pulling. The team is small enough that what you do next week will be live in production next week. That doesn't last forever. Right now, it's still true.

Compensation

Competitive salary and the kind of ownership that only exists at this stage.

We're in Munich, New York, and Warsaw. Onsite preferred. The best work happens when you're in the room.