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.
As the Director of Customer Success, you will play a pivotal role in overseeing the entire customer journey, including project rollout, store operations, and post-sales support. By implementing strategic initiatives, you will drive revenue growth while ensuring our customers' success and satisfaction.
You will make a positive impact by being responsible for:
Leading a team dedicated to driving revenue growth, enhancing customer satisfaction, and ensuring the successful implementation and support of our company products and services.
Customer journey: Overseeing the entire customer journey, from initial project rollout to post-sales support.
Customer Experience Optimization: Defining and optimizing customer experience through roles and responsibilities identification, process improvements, and reporting enhancements.
End to End Customer Service Excellence: Ensuring seamless and high-quality implementation of our solution in retail stores. Implementing and monitoring quality control processes.
Customer success strategy: Developing and implementing a strategic roadmap in alignment with overall company goals.
Strategic Account Management: Devising and executing strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.
Upselling and Expansion: Boosting revenue growth by identifying upselling or cross-selling opportunities within existing client accounts.
Offerings Design and Implementation: Develop customizable solutions and tiered service packages. Ensure offerings are tailored to meet individual customer needs.
KPI Development: Developing key KPIs and reporting to effectively measure customer experience and deliver insights for continuous improvement.
Qualifications
Qualifications we’re looking for.
Experience:
Minimum of 8-10 years of experience in customer success, customer service, or a related field, with at least 5 years in a leadership role.
Experience in the SaaS industry/ IoT
Store/Retail industry experience is a strong asset.
Proven track record leading customer success teams guiding customer journeys from acquisition to retention.
Proven experience similar role, managing CSM, support and customer experience, and building offerings and services.
Demonstrated success in achieving customer outcomes and driving revenue growth.
In-depth go-to-market knowledge and a track record of implementing and measuring operational metrics.
Skills:
Exceptional empathy for customers, coupled with a deep understanding of value drivers in recurring revenue business models.
Strong leadership skills with a high impact, including setting a clear vision and strategy, motivating and coaching teams, and driving urgency and tangible results.
Critical Thinking: Apply critical thinking skills to evaluate information and draw logical conclusions.
Abilities:
Extremely data-driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption.
Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner.
Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment.
Education:
Bachelors degree in relevant field
We innovate. We help communities thrive.
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 commerce—together.
We feel supported. You will too.
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: Healthcare 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 Information
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Software Development
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