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

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Qualifications we're looking for.

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

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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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