Customer Success Manager

We build. We create impact.  

As a Customer Success Manager at VusionGroup, you will be the strategic owner of the customer relationship, driving value realization, service excellence, and long-term partnership. 

Your mission is to ensure our clients achieve their desired outcomes while positioning VusionGroup as a trusted advisor and key service partner.

• Relationship Ownership & Account Leadership
• Develop and maintain strong, trust-based relationships with key stakeholders, positioning Vusion Group as a strategic partner.
• Lead the execution of account plans in collaboration with Sales and Key Account Managers (KAMs).

 

• Service Performance & Governance
• Lead client touchpoints and executive reviews (EBRs), focusing on outcomes, performance, and continuous improvement.
• Monitor service commitments across support, maintenance, and asset management, ensuring contractual obligations are met.
• Coordinate cross-functional teams (Support, Sales, Project Managers, Experts) to deliver high-quality service.
• Strategic Service Management
• Define, implement, and evolve SLA frameworks in collaboration with internal and client stakeholders.
• Manage service contract budgets, ensuring financial alignment and transparency.
• Proactively identify and manage events impacting service delivery throughout the contract lifecycle.

 

• Value Realization & Expansion
• Propose and present service evolutions and improvement plans, including cost modeling and ROI storytelling.
• Shape success plans and strategic roadmaps aligned with customer objectives and business outcomes.
• Collaborate with Sales on upsells and renewal strategies, influencing budget decisions and long-term planning.
• Customer Engagement & Advocacy
• Map and engage stakeholders across the customer organization, driving multi-threaded relationships.
• Evangelize VusionGroup’s product capabilities through story-led demos and feature showcases.
• Capture customer success stories and references to fuel marketing and pipeline impact.

 

• Lifecycle Management
• Lead offboarding processes with closed-loop feedback programs to reduce future churn and mentor retention strategies.
• Drive structured onboarding experiences with repeatable playbooks and consistent time-to-value.
• Institutionalize health monitoring practices, leveraging telemetry and predictive risk models.

Qualifications we’re looking for.    

• Fluent in  English.
• Experience working in large  retail  organizations would be considered a significant plus.
• Proven experience in a similar role.
• Ability to understand  customer's needs and build trust-based relationships.
• A strong  customer-centric  mindset.
• Excellent attention to detail.
• A  proactive  approach and initiative in improving service.
• The ability to think quickly and resolve challenges.
• Openness to change and  adaptability.
• A high level of energy and enthusiasm.

We innovate. We help communities thrive.  

Vusionhas an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.  

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.  

We feel supported. You will too.  

Vusion is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:  

• Pay : Competitive pay, shareholder equity and benefits 
• Schedule : A flexible, hybrid work schedule  
• Career Growth : E-learning opportunities and workshops, and global mobility potential  

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