Customer Success Manager - Bilingual: English/Spanish

Customer Success Manager

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.  

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 environment

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

• Relationship Management: Establish and nurture strong relationships with key stakeholders within client organizations. Act as the main point of contact for customer inquiries, concerns, and escalations, ensuring timely and effective resolution.

• Own and manage the post-sales customer lifecycle for assigned strategic accounts, ensuring long-term success and ROI realization.

• Build strong relationships with senior stakeholders, acting as a trusted advisor and voice of the customer.

• Conduct regular business reviews, success planning, and performance analysis to guide strategic decisions.

• Analyze usage patterns and feedback to identify opportunities for adoption, expansion, or optimization.

• Collaborate cross-functionally with Sales, Product, Support, and Engineering to resolve issues and support ongoing improvement.

• Lead change management and solution scaling efforts within customer environments.

• Translate technical product capabilities into business value and operational impact.

• Serve as a cultural and linguistic bridge, providing seamless communication and service to Spanish-speaking stakeholders.

Qualifications

Qualifications

• 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.

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 : 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. 

Additional Information

Language : English and Spanish fluent