Customer Success Manager

VusionGroup SA; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading global service provider is seeking a Customer Success Manager in Greater London to drive customer relationship and ensure desired outcomes. The successful candidate will manage account plans, coordinate cross-functional teams, and enhance service performance. Ideal candidates should have experience in large retail organizations and a customer-centric mindset. This full-time role offers a flexible hybrid schedule, career growth opportunities, and a supportive work environment.

Benefits

Flexible hybrid work schedule

E-learning opportunities

Global mobility potential

Qualifications

• Fluent in English; French is a plus.
• Experience in large retail organizations like Aldi or IKEA.
• Proven experience up to 5 years in Customer Success.
• Strong customer-centric mindset and proactive approach.
• Excellent attention to detail and adaptability.

Responsibilities

• Develop and maintain trust-based relationships with stakeholders.
• Lead execution of account plans and monitor service commitments.
• Coordinate cross-functional teams to deliver high-quality service.
• Propose service evolutions and improvement plans.

Skills

Customer-centric mindset

Building trust-based relationships

Attention to detail

Proactive approach

Ability to resolve challenges

Fluent in English

Job description

Overview

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.

Responsibilities

• 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.

Qualifications

Qualifications were looking for.

• Fluent in English (the manager and the hiring team speak English / French).
• Experience working in large retail organizations (Aldi, Walmart, IKEA, etc.).
• Proven experience up to 5 years in the same role.
• Ability to understand customers' needs and build trust-based relationships.
• A strong customer-centric mindset.
• 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.

Additional Information

We innovate. We help communities thrive.

VusionGroup has an international presence in 19 countries. 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:

Schedule : A flexible hybrid work schedule

Career Growth : E-learning opportunities and workshops and global mobility potential

#LI-HYBRID

Not the right opportunity for you

Share this job with a friend or search all careers at Work :

No

Employment Type : Full-time

Key Skills

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Department / Functional Area : Project Management

Experience : years

Vacancy : 1