Customer Success Manager

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

1. Monitoring service commitments: Ensuring that the services provided meet contractual commitments in support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
2. Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
3. Managing service contract budgets: Tracking and managing the budgets of service contracts.
4. Defining SLA / SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
5. Leading client steering committees: Organizing and leading meetings with clients to discuss performance and improvements.
6. Managing events impacting services: Ensuring all events that could affect the service contract are considered throughout its lifecycle.
7. Developing improvement plans: Creating continuous improvement plans and actions.
8. Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
9. Participating in contract setup and renewal: Collaborating with sales and pre-sales teams to provide indicators and information for strategy development.

Qualifications

We’re looking for:

• Proven significant experience in a similar role
• Ability to understand customer needs and build trust-based relationships
• Native Italian language skills required + fluency in English (the manager and hiring team do not speak Italian)

Additional Information

We innovate. We help communities thrive.

VusionGroup operates in 19 countries. Joining us means being part of a globally distributed team of curious, committed, and collaborative colleagues.

The work environment is fast-paced, challenging, and ambitious. Your contributions will be valued as we reinvent modern commerce—together.

We support our team members.

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support your personal and professional growth, including:

• Pay: Competitive salary, shareholder equity, and benefits
• Career Growth: E-learning, workshops, and global mobility opportunities

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Additional Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Project Management
• Industries: Software Development

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