Customer Success Manager (m/w/d) at VusionGroupSA

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 as a strategic partner. • Lead the execution of account plans in collaboration with Sales and Key Account Managers (KAMs). • Service Performance & Governance • 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. • Lead client touchpoints and executive reviews (EBRs), focusing on outcomes, performance, and continuous improvement. • 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 • Shape success plans and strategic roadmaps aligned with customer objectives and business outcomes. • Propose and present service evolutions and improvement plans, including cost modeling and ROI storytelling. • 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 Vusion’s product capabilities through story-led demos and feature showcases. • Capture customer success stories and references to fuel marketing and pipeline impact. • Lifecycle Management • Drive structured onboarding experiences with repeatable playbooks and consistent time-to-value. • Institutionalize health monitoring practices, leveraging telemetry and predictive risk models. • Lead offboarding processes with closed-loop feedback programs to reduce future churn and mentor retention strategies.