Customer Success Manager

<h3>Company Description</h3><p>Are you ready to develop the future of retail?  </p><p>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.  </p><p>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.   </p><h3>Job Description</h3><p><strong>We build. We create impact.  </strong></p><p>Full-time permanent position based in Torri Bianche 1, Torre Sequoia, Vimercate, Milan, Italy, with 2 remote working days per week.</p><p>As part of the Customer Success team, you’ll be responsible for the <strong>end-to-end client relationship</strong> in the Italian market - starting <strong>from the deployment phase through to onboarding, service delivery, retention, and commercial development</strong>.</p><p>You will manage a portfolio of key retail clients using our <strong>IoT solutions (in-store electronic labels, cameras)</strong> and <strong>SaaS platform (Cloud)</strong>. This includes 3 strategic accounts, where a high level of engagement and trust is required. Your missions will include:</p><ul><li>Build and maintain <strong>strong, trust-based relationships</strong> with your clients through regular touchpoints and in-depth understanding of their business needs from deployment to renewal.</li><li>Lead <strong>onboarding</strong> and early adoption: structure first use cases, train client teams, and ensure the solution goes live smoothly.</li><li><strong>Drive client satisfaction and retention</strong> by ensuring the solutions delivered meet expected business outcomes.</li><li>Monitor <strong>service performance</strong> and ensure contractual commitments (SLAs, support, maintenance) are met, in collaboration with internal teams.</li><li>Coordinate internal and external stakeholders (support, project managers, product, sales, experts) </li><li>Identify and qualify <strong>expansion opportunities</strong>: Cloud migration, new store coverage, feature adoption.</li><li>Collaborate with Key Account Managers (KAMs) on <strong>upsell and renewal</strong> opportunities, and progressively take part in renewal strategy and execution.</li></ul><h3>Qualifications</h3><p><strong>Qualifications we’re looking for.   </strong>  </p><ul><li><strong>3 to 6 years of experience</strong> in B2B account management roles (Customer Success Manager or similar).</li><li><strong>Fluent/native Italian is mandatory</strong> – daily client interactions are in Italian.</li><li><strong>Fluent English </strong>–<strong> </strong>the manager and the hiring team don't speak italian</li><li>Strong interpersonal skills, <strong>client-first mindset</strong>, and the desire to build meaningful, long-lasting relationships.</li><li><strong>Proactive and commercially aware</strong>, with an interest in technology and a consultative approach.</li><li>Previous experience in <strong>retail</strong> or with <strong>connected hardware / IoT solutions</strong> is a strong plus.</li></ul><h3>Additional Information</h3><p><strong>We innovate. We help communities thrive.  </strong></p><p> 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.   </p><p> The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.   </p><p><strong>We feel supported. You will too.   </strong></p><p>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:  </p><ul><li><p><strong>Pay</strong>: Competitive pay, shareholder equity and benefits </p></li><li><p><strong>Schedule</strong>: A flexible, hybrid work schedule   </p></li><li><p><strong>Career Growth</strong>: E-learning opportunities and workshops, and global mobility potential   </p></li></ul><p>#LI-HYBRID</p><p><strong>Not the right opportunity for you?   </strong><br/> Share this job with a friend or search all careers at vusiongroup.com/careers.   </p>