Customer Success Manager (m/w/d)

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.

Responsibilities

Strategic owner of customer relationship, driving value realization, service excellence, and long-term partnership; Develop and maintain strong, trust-based relationships with key stakeholders; Lead execution of account plans in collaboration with Sales and Key Account Managers; Monitor service commitments across support, maintenance, and asset management; Coordinate cross-functional teams to deliver high-quality service; Lead client touchpoints and executive reviews (EBRs); Define, implement, and evolve SLA frameworks; Manage service contract budgets and ensure financial alignment; Shape success plans and strategic roadmaps aligned with customer objectives; Collaborate with Sales on upsells and renewal strategies; Drive structured onboarding experiences; Institutionalize health monitoring practices; Lead offboarding processes with closed-loop feedback programs

Requirements

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; 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)