Customer Success Manager

Akeneo is the product experience (PX) company and global leader in Product Information Management (PIM); creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.

At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community! Our Purple Fire isn’t just a set of values; it’s our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are.

Job description

The Customer Success Manager is a key role within the Customer Experience organization, helping our most valued customers achieve their goals by optimizing the use of our products and services. As a CSM at Akeneo, you will manage a portfolio of strategic accounts on the commercial segment (companies below 1 billion turnover), providing a direct impact on retention as a strong contribution to Akeneo’s customer-first objective. You will guide customers on their post-implementation journey, ensuring they have a positive experience, maintain engagement with Akeneo over time, and show them how to attain more value and a clear ROI.

Responsibilities

• Build strong relationships with key contacts at customer accounts, including C-level executives across both the business and IT.
• Drive adoption of our software and identify opportunities for expansion.
• Create prescriptive and customized success plans to help customers define, measure, and achieve success using Akeneo’s solutions.
• Engage with customers in insightful ways, including delivering personalized, action-focused business reviews.
• Understand the signs of risk and proactively identify it. Capable of devising strategies to mitigate risk and executing defined action plans.
• Achieve retention and growth targets by closing client renewals and discovering and managing upsell and cross-sell opportunities with the sales team.
• Contribute to Akeneo’s customer success framework for customer lifecycle management, developing strong client relationships, monitoring customer health, and creating tangible benefits and value for customers.
• Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.

Qualifications

• You speak French and English fluently. Speaking Italian would be a plus but not required.
• You have a solid background in customer success, account management, or project management within the SaaS or tech industry with a focus on B2B customers.
• You are an expert in developing and executing customer success plans, including onboarding, risk management, health monitoring, adoption and digital transformation.
• You have experience creating lasting, trusted relationships with customer contacts in different roles up to the C-level.
• You have a strong track record in managing high-value customer accounts, driving retention, and achieving growth targets.

Life at Akeneo

Culture
Diverse, cross-cultural team.

Annual All Staff gathering week, office parties, team offsites.

Top-notch 8-week onboarding programme for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company.

General
Competitive package and complementary health insurance.

Time off
Flexible working hours and hybrid setup (up to 3-4 days per week working from home).

16 weeks paid maternity leave (33 days paid leave if you are the second parent).

Gradual Return to Work program after maternity or adoption leave.

Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year.

Health & Wellness
Individual and confidential coaching sessions with a mental health practitioner of your choice.

Massage sessions offered regularly and at a reduced price.

Equipment
Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...

A €500 personal hybrid working allowance to maximize your home office environment.

Professional Development
Participation in in-house events welcoming external guests (ie. Meetups) or industry events.

A €1,000 learning budget per employee per year.

Perks & Discounts
Get your Swile lunch card funded at 50% by the company.

Receive a 50% discount on the transportation pass of your choice.

Comité Social et Economique: advantages and deductions on cultural activities, entertainment etc.

Take advantage of our company crèche whether you need a nursery spot (subject to availability), emergency childcare, or care for Wednesdays and school vacations.

A €45/month Sustainable Transportation Allowance to support eco-friendly commuting options such as public transportation, biking, or carpooling if eligible.

Corporate Responsibility
Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.

Join one or several of our Employee Resource Groups and take an active part in promoting diversity and inclusion within our company.

Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself!

Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you’ll learn more about the role and about Akeneo.
• Meet your future manager! This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
• Meet the team! Project yourself into the reality of the position and meet your future colleagues.
• Time to present! Showcase your Customer Success skills in a concrete case study.
• Sign your offer!

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.

So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay! Feeling hesitant because you think you’re not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don’t hesitate to apply anyway, or reach out to us for questions or clarifications!