Customer Success Manager (m/w/d)

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 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
• Native German and English C1 (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: