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:

Diese Anzeige stammt von indeed. Originalanzeige ansehen ↗