Customer Success ManagerWe are seeking a bilingual (English/Spanish) Customer Success Manager (CSM) to support and grow relationships with our strategic-level accounts across the Americas. This role plays a critical part in driving adoption, delivering measurable business value, and scaling VusionGroup solutions across large, complex customer environment
As a Customer Success Manager on the Customer Success team, you will make a positive impact by being responsible for:
- Building and maintaining strong relationships with key stakeholders.
- Acting as the main point of contact for customer needs, issues, and escalations.
- Driving regular communication cadences like QBRS and touchpoints.
- Managing a portfolio of accounts proactively.
- Identify risks, opportunities, and customer goals.
- Acting as a trusted advisor to optimize ROI and business outcomes.
- Monitoring customer health, usage, and engagement.
- Driving renewals, upsell, and cross-sell opportunities.
- Representing the voice of the customer internally.
- Gathering feedback to improve product and services.
- Developing customer champions using case studies and references.
QualificationsQualifications we're looking for. - Experience:
- 3 years of experience in Customer Success, Account Management, Professional Services, or related client-facing roles.
- Bilingual proficiency in English and Spanish - verbal and written.
- Proven experience supporting strategic or enterprise-level clients.
- Experienced with the latest technologies related (but not limited to) to cloud platform services, data management (ex. PowerBi or Tableau).
- Experience in retail technology or digital transformation solutions is a nice to have
- Knowledge of customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
- Skills:
- Customer-centric at heart: every decision you make revolves around our customers and bettering their experience.
- Great project management skills: managing deadlines and delivering tasks/projects on time.
- Abilities:
- Excellent verbal and written communication, with appropriate and logical structuring of thought process during discussion/ presentation.
- Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment.
- Ability to travel based on the work you do and the clients and you serve. (up to 25%
- Education:
- BA/BS in related fields: Business, Data Analytics, Computer Science or other STEM, Information Technology, Software Engineering etc.
- Generous paid time off (PTO): 35 days PTO to enable work/life integration and promotes a culture of trust.
- Health & Wellness: Eligibility for benefits starting day one, plus retirement savings plans.
- Financial future: While retirement savings plans vary by country, we help you plan for your future.
- Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
- Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
- Time off to volunteer and give back to your community.
- Career Growth: E-learning opportunities and workshops, and global mobility potential
- Commute benefits: up to $100/month per employee for commuting expenses.
- Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart.
Additional InformationLanguage : English and Spanish fluent
