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.

We're all about experience - from the best-in-class product we build to the inspiring environment we create for our employees. You'll grow in a dynamic environment where your ideas and expertise will make an impact from day one. Our flexible work model empowers you to thrive, balancing professional success with personal fulfillment. At Akeneo, you’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.

Learn more about our culture and values via our Career page.

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, 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. You will ensure 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 customised 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 negotiating and closing client renewals.

• Positively impact adoption of our software while uncovering new use cases to increase the value customers get from our software.

• Discover and manage upsell and cross-sell opportunities; partnering with our 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 third-party Solution Integrators to ensure a successful deployment of Akeneo.

What we look for

• You have +2 years of experience in customer success or account management within the SaaS or tech industry.

• 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.

You don't need to tick every box. We strongly encourage candidates from all backgrounds to apply. If you are excited about this opportunity but your experience is slightly different, we still want to hear from you!

Interview process

1. 30-minute screening call with a member of our Talent Acquisition team

2. 45-60-minute interview with the Director, Customer Success

3. 30-45-minute team interview

4. Case study including a presentation

Life at Akeneo

Work Environment

- Work-Life Balance: Enjoy 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuting Allowance: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.

Inclusivity 

- Generous Parental Leave: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent. A gradual return to work program is also available.
- Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company. 

Growth and Development 

- Professional Development: Access a $1,000 annual budget for personal professional development and take advantage of career paths, internal mobility opportunities, and a "Women in Leadership Programme."
- Comprehensive Onboarding: Start on the right foot with an 8-week onboarding program.

Wellbeing

- Health & Insurance: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.
- Financial Security: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
- Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.

For more information about benefits, don’t hesitate to contact our Talent Acquisition team.