Customer Success Manager

Are you ready to develop the future of retail?  

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.  

VusionGroup  is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.  

Job Description

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

Qualifications

• Fluent in english (the manager and the hiring team speak english/french)
• Experience working in large retail organizations (Aldi, Walmart, IKEA etc.)
• Proven experience up to 5 years in the same 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

Additional Information

We innovate. We help communities thrive. 

VusionGroup has 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.  

VusionGroup 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: 

• Schedule : A flexible, hybrid work schedule  

• Career Growth : E-learning opportunities and workshops, and global mobility potential  

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