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Customer Success Manager M - W - D H/F Vusion Group

Allemagne
CDI
Bac +3, Bac +4
Bac +5
Services aux Entreprises
Exp. 7 ans min.

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Les missions du poste

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 Group 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 VusionGroup'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 orService 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)

Un parcours d’intégration complet sur mesure pour chaque collaborateur
Des formations continues pour développer les compétences
Des primes semestrielles pour valoriser la performance
Politique de travail remote avec 2 jours / semaine
1 semaine de TT annuelle partout dans le monde
Des événements conviviaux pour créer du lien toute l’année
Participation de l’entreprise à hauteur de 75% sur la mutuelle
Un compte épargne temps pour plus de liberté et flexibilité
Soutien à la parentalité : congés + aide financière garde d’enfants...
Démarche engagée pour les mobilités douces avec versement d’une prime
Programme bien-être au travail : Pilates & yoga + avantage Gymlib

We innovate. We help communities thrive.

VusionGroup 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.

VusionGroup 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: