Customer Success Manager (m/w/d)

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 as a strategic partner.

Lead the execution of account plans in collaboration with Sales and Key Account Managers (KAMs).

Service Performance & Governance

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.

Lead client touchpoints and executive reviews (EBRs), focusing on outcomes, performance, and continuous improvement.

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

Shape success plans and strategic roadmaps aligned with customer objectives and business outcomes.

Propose and present service evolutions and improvement plans, including cost modeling and ROI storytelling.

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 Vusion’s product capabilities through story-led demos and feature showcases.

Capture customer success stories and references to fuel marketing and pipeline impact.

Lifecycle Management

Drive structured onboarding experiences with repeatable playbooks and consistent time-to-value.

Institutionalize health monitoring practices, leveraging telemetry and predictive risk models.

Lead offboarding processes with closed-loop feedback programs to reduce future churn and mentor retention strategies.

Qualifications

Experience:

Proven experience up to 5 years in the same role (Customer Success Manager or Service Delivery Manager)

Experience with high-level customer engagement

Experience working in large retail organizations

Skills/Abilities:

Ability to understand customer's needs and build trust-based relationships

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

German C1 level

very good English skills (the manager and the hiring team speak english/french)

Additional Information

We innovate. We help communities thrive.

Vusion 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.

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: