Customer Success Manager

Vusion Group; Cork; Hybrid; EUR 65,000 - 85,000; Full time

Job summary

VusionGroup, a leading retail tech company, seeks a Customer Success Manager to oversee IoT & SaaS services for retail clients. You will collaborate with internal teams to ensure service excellence and drive renewals while continuously improving client outcomes.

Join a fast-paced, international team and help retailers optimize digitalization to become more efficient and sustainable, delivering measurable value through strong client partnerships.

Qualifications

• Proven experience 2–5 years in the same CSM role.
• Ability to understand customer needs and build trust-based relationships.
• Strong focus on client retention and renewals.
• Able to spot upsell/cross-sell opportunities with Sales.

Responsibilities

• Develop/maintain relationships to position VusionGroup as key service partner.
• Monitor service commitments and ensure contractual obligations are met across support, maintenance, and asset management.
• Coordinate with support teams and project managers to ensure quality service and contract fulfillment.
• Define SLA/SLR content and ensure proper implementation.
• Lead client steering committees and present performance improvements.
• Manage events that could affect the service contract across its lifecycle.
• Develop improvement plans and propose proactive service evolutions with KAM.
• Participate in contract setup and renewal discussions with Sales and pre-sales.

Skills

Client relationships

Retention

Growth mindset

Communication

Job description

Are you ready to develop the future of retail?

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.

VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.

Job Description

We build. We create impact.

Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients. Your missions will include:

• Develop/maintainrelationships to position Vusionas key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Qualifications

Qualifications we’re looking for.

• Proven experience of2-5 years in the same role of CSM
• Ability to understand customer's needs and build trust-based relationships
• Client Relationship & Retention: Strong ability to build trust, drive satisfaction, and secure renewals.
• Growth Mindset: Skilled at spotting upsell/cross-sell opportunities and partnering with Sales.

Additional Information

We innovate. We help communities thrive.

Vusion 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.

Vusion 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:

Pay: Competitive pay, shareholder equity and benefits

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