Director of Customer Success

Company Description

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 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 a Director of Customer Success on the Customer Success team, you will make a positive impact by being responsible for:   

• Customer success strategy : Developing and implementing a strategic roadmap for the Customer Success department in alignment with overall company goals.
• Customer Experience Optimization: Defining and optimizing customer experience through roles and responsibilities identification, process improvements, and reporting enhancements.
• Customer Service Excellence: Ensuring a high standard of customer service management, addressing customer inquiries and issues, and ensuring prompt and effective resolution.
• Customer Journey: Overseeing the entire customer journey, and driving revenue growth through strategic initiatives.
• Team building: Leading a team dedicated to driving revenue growth, enhancing customer satisfaction, and ensuring the successful implementation and support of our company products and services. 
• Cross-Functional Collaboration: Ensuring collaboration with all business functions to deliver a best-in-class customer experience across stages, channels, and touchpoints in the customer journey.
• Advocacy for the Customer: Being an advocate for the customer, collaborating with cross-functional teams to address customer pain points and inform overall strategy.
• 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.
• KPI Development: Developping key KPIs and reporting to effectively measure customer experience and deliver insights for continuous improvement.

Qualifications

​​​​​​Qualifications we’re looking for.

Experience:

• Experience in the SaaS industry, with at least 8+ years of experience in leading customer-facing organizations.
• Proven track record leading customer success teams guiding customer journeys from acquisition to retention.
• Demonstrated success in achieving customer outcomes and driving revenue growth.
• Proven experience effectively managing resource allocation, budgeting and cost optimization for business units.
• 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 benef