Customer Success Manager

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. As a Customer Success Manager 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 from implementation to renewal. 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 our partner ecosystem, and key contacts at customer accounts, including C-level executives (across both the business and IT), turning them into active brand advocates through reference calls, public speaking engagements, and joint customer stories; Drive adoption of our software and AI integrations and identify opportunities for expansion; Create prescriptive and customised success plans to help customers define, measure, and achieve business outcomes using Akeneo’s solutions; Engage with customers in insightful ways, including delivering personalised, action-focused business reviews and presenting customer stories; 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 mastering customer goals, needs and ecosystem to help identify new upsell and cross-sell opportunities; 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 Forward Deployed Engineers and Solution Integrators to ensure a successful deployment of Akeneo; Lead customer workshops, leverage your industry and knowledge to make proactive recommendations and help customers optimize their use of our solutions.

Requirements

You speak French and English fluently; You have experience with product data management solutions; You have a solid background in customer success or project management within the SaaS industry, notably a strong experience working with B2B customers; You are an expert in developing and executing customer success plans, including implementation, 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.

Benefits

Flexible working hours; hybrid setup allowing 3-4 days working from home; 34 days of annual leave and RTTs; Option to Work from Anywhere for up to 30 days per year; €500 budget to enhance your home office; 50% discount on the public transportation pass of your choice or €45/month Sustainable Transportation Allowance; 50% employer-funded Swile card with €9.5 worth of meal vouchers per working day; 16 weeks of paid maternity leave; 4 weeks of paid leave for the second parent; gradual return to work program; access to a network of high-quality crèches; 2 paid volunteering days annually; Employee Resource Groups dedicated to promoting diversity and inclusion; €1,000 annual budget for personal professional development; career paths, internal mobility opportunities, and Women in Leadership Programme; structured company onboarding program; comprehensive private medical insurance covering between 91% and 94% of health expenses; life insurance covering up to 5 years of salary; income protection; individual and confidential sessions with a mental health practitioner or coach