Customer Success Manager
At a glance
Mid-level Customer Success role at VusionGroup SA. Remote · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Maintain client relationships and position Vusion as a trusted service partner
- Track support, maintenance, and asset-management commitments against service contracts
- Coordinate support, project, sales, and expert teams to deliver contracted service quality
- Set service levels, lead client steering meetings, and address events affecting delivery
- Build improvement plans, propose priced service changes, and support contract renewals
What you bring
- You bring two to five years of experience in a comparable customer success management role
- You can uncover customer needs and earn trust through strong client relationships
- You know how to improve satisfaction, retain customers, and secure renewals
- You can identify upsell and cross-sell opportunities while working with Sales
Who this fits
This role suits a customer success manager who is comfortable coordinating internal teams and working directly with retail-sector clients. It is a remote, full-time position based in Dublin within a globally distributed team. The work is described as fast paced, challenging, and ambitious.
From the employer
Are you ready to develop the future of retail?
As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.
VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.
We build. We create impact.
Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients. Your missions will include:
- Develop/maintain relationships to position Vusion as key service partner.
- Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
- Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
- Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
- Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
- Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
- Developing improvement plans: Creating continuous improvement plans and associated actions.
- Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
- Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.
Qualifications we’re looking for.
- Proven experience of 2-5 years in the same role of CSM
- Ability to understand customer's needs and build trust-based relationships
- Client Relationship & Retention: Strong ability to build trust, drive satisfaction, and secure renewals.
- Growth Mindset: Skilled at spotting upsell/cross-sell opportunities and partnering with Sales.
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:
Pay: Competitive pay, shareholder equity and benefits
Schedule: A flexible, hybrid work schedule
Career Growth: E-learning opportunities and workshops, and global mobility potential
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