Job Description 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 Group 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 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 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.