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.

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)

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: