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.
Job Description
The Customer Success Manager is a key role within the Customer Experience organisation, helping our most valued customers achieve their goals by optimising the use of our products and services. You will manage a portfolio of strategic accounts, directly influencing retention and contributing to Akeneo’s customer‑first objective. You will guide customers on their post‑implementation journey, ensuring a positive experience, maintaining engagement over time and demonstrating value and clear ROI.
Responsibilities
* Build strong relationships with key contacts at customer accounts, including C‑level executives across 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 signs of risk, proactively identify them, devise strategies to mitigate risk, and execute 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.
What We Look For
* Fluency in Spanish, French, and English.
* Solid background in customer success, account management, or project management within the SaaS or tech industry.
* Expertise in developing and executing customer success plans, including onboarding, risk management, health monitoring, adoption, and digital transformation.
* Experience creating lasting, trusted relationships with customer contacts in different roles up to the C‑level.
* Strong track record in managing high‑value customer accounts, driving retention, and achieving growth targets.
Interview Process
* 30‑minute screening call with a member of our Talent Acquisition team.
* 60‑minute interview with the hiring manager to discuss the role and your experience in more detail.
* 30‑minute interview with the regional sales leader.
* 60‑minute interview that includes the presentation of a risk mitigation plan in front of the hiring manager and another member of the Customer Success organisation.
Life at Akeneo
Work Environment
* Flexible working hours and a hybrid setup allowing 3‑4 days working from home and the option to work from anywhere for up to 30 days per year.
* UK: 25 days of annual leave.
* France: 34 days of annual leave and RTTs.
* Home Office & Commuting Allowance/Benefits:
o UK: £450 budget for home office and £80 monthly sustainable transportation allowance.
o France: €500 budget for home office and €45/month Sustainable Transportation Allowance or 50% discount on a public transportation pass.
* Meal vouchers (France only): 50% employer‑funded Swile card and €9.5 worth of meal vouchers per working day.
Inclusivity
* Generous Parental Leave:
o UK: 26 weeks of paid maternity leave, 4 weeks of paid leave for the second parent, and up to 20 weeks of fully paid shared parental leave. Gradual return to work program is also available.
o France: 16 weeks of paid maternity leave and 4 weeks of paid leave for the second parent.
* Community & Support: 2 paid volunteering days annually and Employee Resource Groups dedicated to promoting diversity and inclusion.
Growth and Development
* Professional Development: £1,000/€1,000 annual budget for personal development and access to career pathing, internal mobility opportunities, and a Women in Leadership Programme.
* Comprehensive Onboarding: 8‑week onboarding program.
Wellbeing
* Health & Insurance: Company‑paid private medical insurance for you and eligible dependents.
* Financial Security:
o UK: Pension plan and group income protection and life cover for loved ones.
o France: Life insurance covering up to 5 years of salary and comprehensive income protection.
* Mental Health Support: Access to individual, confidential sessions with a mental health practitioner or coach of your choice.
For more information about benefits, contact our Talent Acquisition team.
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