Customer Success Manager - Bilingual: English/Spanish

Customer Success Manager - Bilingual: English/Spanish

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 sustainableand 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 teamagile thinkers, tech makers, and change agentswe can build the largest retail IoT platform in the world.

Job Description

We 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 environments.

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.
• Identifying 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.

Qualifications

Qualifications 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.

VusionGroup 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 commercetogether.

VusionGroup 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:

• 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.