Customer Success Manager

About the role

VusionGroup, a fast-growing retail technology company focused on IoT and data solutions for commerce, is hiring a Customer Success Manager in Dublin. Within the CSM department, you will manage the services around the company's IoT and SaaS solutions, working with internal teams and retail-sector clients.

Key responsibilities

• Build and maintain relationships that position Vusion as a key service partner.
• Monitor service commitments, ensuring support, maintenance and asset management meet contractual obligations with stakeholders such as support, sales and client project managers.
• Coordinate with support teams and client project managers to deliver quality service and meet contract commitments.
• Define and adjust service level agreements (SLAs) and service level reviews (SLRs) with contract stakeholders.
• Lead client steering committees to discuss performance and improvements.
• Take account of events that could affect the service contract throughout its lifecycle.
• Create continuous improvement plans and propose proactive service improvements, with costs, in collaboration with the Key Account Manager.
• Take part in setting up and renewing contracts with sales and pre-sales teams, providing indicators and information to define the best strategy.

Required profile

• Proven experience of 2-5 years in the same Customer Success role.
• Ability to understand customers' needs and build trust-based relationships.
• Strong ability to build trust, drive satisfaction and secure renewals.
• Growth mindset: able to spot upsell and cross-sell opportunities and partner with Sales.

What we offer

• Competitive pay, shareholder equity and benefits.
• A flexible, hybrid work schedule.
• E-learning opportunities, workshops and global mobility potential.