Digital 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

Join our Customer Success organisation as a Digital Customer Success Manager! Play an important role in ensuring our customers achieve success through scalable, data-driven engagement. You’ll develop automated strategies to promote product adoption, foster satisfaction, and empower customers with the resources they need to thrive. Be part of a team known for its strong sense of collaboration and collective success, where every contribution is recognised and celebrated!

Responsibilities

- Manage a high-volume portfolio of mid-market customers and develop relationships with key contacts at customer accounts. Balance automated workflows with the ability to prioritise support for key accounts.

- Drive adoption of our software and identify opportunities for expansion through engaging with our customers, including through high-impact business reviews.

- Execute high-velocity outreach using scalable engagement strategies, such as phone and email cadences and webinars to boost customer adoption, satisfaction and expansion.

- Track and report on key customer success metrics (e.g., adoption rates, churn risk indicators, NPS scores) to ensure objectives are being met and provide insights into areas for improvement.

- Identify and escalate at-risk accounts needing additional support to ensure timely and personalised assistance as needed.

- Use data analytics tools to monitor customer health and act on insights by implementing targeted digital interventions and tailored recommendations.

- Collaborate with internal teams (Product, Marketing) to optimise digital resources that support customer onboarding and education. Provide insights into customer behaviour and trends, acting as an internal customer advocate.

What we look for

• You speak French and English fluently

• You have +2 years of experience in sales or customer success in the software industry.

• You are comfortable with CRM and automation tools (e.g. Salesforce, Gainsight, HubSpot, Catalyst, etc.)

• You have strong communication skills.

Interview process

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

2. 45-minute interview with the hiring manager

3. 60-minute presentation including a case study

4. 30-minute interview with two members of the Digital team

Life at Akeneo

Work Environment

- Work-Life Balance: Flexible working hours, and a hybrid setup allowing 3-4 days working from home and option to Work from Anywhere for up to 30 days per year.

• UK: Enjoy 25 days of annual leave.

• France: Enjoy 34 days of annual leave and RTTs.

- Home Office & Commuting Allowance/Benefits:

• UK: Enjoy a £450 budget to enhance your home office and an £80 monthly sustainable transportation allowance for eco-friendly commuting.

• France: Enjoy a €500 budget to enhance your home office. 50% discount on the public transportation pass of your choice or a €45/month Sustainable Transportation Allowance to support eco-friendly commuting.

-  Meal vouchers (France only): Get your 50% employer-funded Swile card and benefit from €9,5 worth of meal vouchers per working day.

Inclusivity

- Generous Parental Leave:

• UK: Benefit from 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. A gradual return to work program is also available.

• France: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent.

- 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/€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 company-paid private medical insurance for you and eligible dependents.
- Financial Security:

• UK: Benefit from a pension plan and protect your loved ones group income protection and a group life cover.

• France: Protect your loved ones with life insurance covering up to 5 years of your salary, and safeguard your own financial stability with comprehensive income protection.

- 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.