Customer Success Manager - Bilingual: English/Spanish

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 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

• 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.

Additional Information

• Language : English and Spanish fluent