Customer Success Manager

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
  • Lead client touchpoints and executive reviews (EBRs), focusing on outcomes, performance, and continuous improvement.
  • 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.

• 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
  • Propose and present service evolutions and improvement plans, including cost modeling and ROI storytelling.
  • Shape success plans and strategic roadmaps aligned with customer objectives and business outcomes.
  • 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
  • Lead offboarding processes with closed-loop feedback programs to reduce future churn and mentor retention strategies.
  • Drive structured onboarding experiences with repeatable playbooks and consistent time-to-value.
  • Institutionalize health monitoring practices, leveraging telemetry and predictive risk models.