Customer Success Manager (m/w/d)

About us:

Vusion empowers retailers to turn their physical stores into powerful digital assets, more automated, data-driven, AI enabled and connected, by leveraging our IoT Cloud technology.

At Vusion, our business plan sets out ambitious, company-wide goals; we see growth as a challenge and innovation as a core component of our development strategy and our rapid international expansion. As a result, all our employees are given responsibility quickly and their careers progress in line with changes in the Group.

Joining Vusion means working for the world’s leading supplier of electronic shelf labels for large-scale retailers and helping to build the history of our trailblazing business. It means believing in the business plan and sharing the ambitions of a fast-changing, internationally-focused company. Thanks to the talent and the dedication of our multidisciplinary, multicultural teams, VusionGroup is enjoying unrivaled growth. We are entrepreneurs: Vusion is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower.

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: