ob DescriptionWe 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.

• QualificationsExperience: 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)