Customer Success Manager

Akeneo is the leading AI-powered Product Data Platform that helps brands, manufacturers, distributors, and retailers unify product data and pricing to power better product experiences, smarter decisions, and business growth in an AI-driven commerce world.

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 fulfilment. 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 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.

What we look for

• 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.

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-minute interview with the Manager, Customer Success

3. 45-minute interview with the Sr. Director, Customer Success

4. 60-minute case study including a presentation

Life at Akeneo

Work Environment 

- Work-Life Balance: Flexible working hours, and a hybrid setup allowing 3-4 days working from home and enjoy 34 days of annual leave and RTTs. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuter Benefits: 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: Get your 50% employer-funded Swile card and benefit from €9,5 worth of meal vouchers per working day.

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.
- Daycare: Providing access to a network of high-quality crèches, ensuring your little ones are cared for with a guaranteed number of cribs 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 & 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 a structured company onboarding program.

Wellbeing

- Health & Insurance: Receive comprehensive private medical insurance for you and eligible dependents designed to cover between 91% and 94% of your health expenses , with various options to suit your needs.
- Financial Security: 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.