Enterprise 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 Enterprise Customer Success Manager (CSM) is a key role within the Customer Success organization, helping our most valued customers adopt, grow, and optimize on their path to becoming Akeneo advocates. You will manage a portfolio of strategic accounts and provide a direct impact on revenue, engagement, and a strong contribution to Akeneo’s customer-first objective.

Key responsibilities

• Work with enterprise customers to help them define, measure, and achieve success by using Akeneo’s solutions, ensuring value and a high ROI are recognized.

• Foster and maintain relationships with C-levels while ensuring close relationships with the Akeneo leadership team and engagement plans for strategic customers across both business and IT.

• Contribute to the Akeneo’s customer success framework for customer lifecycle management, developing strong client relationships, monitoring customer health, and creating tangible benefits and value for customers.

• Understand your customer goals and drive an adoption strategy to achieve business outcomes.

• Leverage your product knowledge and customer data to ensure optimal adoption.

• Transform customer use cases into success stories, by sharing best practices and specific challenges faced by our clients internally or on stage.

• Achieve Retention and growth targets by proving value and helping Account Managers close client renewals; and discovering upsell and cross-sell opportunities.

• Collaborate with Partner Success Managers, Professional Services team and Solution Integrators to ensure we make our customers successful fast.

• Guide customer experience strategies, change management, and digital transformation while working with the senior regional leadership team (GTM and product leaders) to ensure a best-in-class customer experience.

This is a great opportunity for an experienced CSM who has worked with customer executives to build success plans that lead to happy, referenceable customers.

What we look for

• You have 5+ years of experience in a Customer Success, Consulting or hybrid role in a SaaS company

• You have solid experience managing large enterprise customers

• You have a data and product hands-on approach

• You have successfully demonstrated Value and ROI on your customer portfolio

• You have consistently achieved targets for retention and pipeline creation

• You have experience creating lasting, trusted relationships with C-levels

• You have experience in the marketing or e-commerce technology space

• You speak French and English fluently

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 Manager, Customer Success (hiring manager)

3. 30-45-minute interview with the Sr. Director, Customer Success EMEA

4. 60-minute interview, including a case study and 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 an 8-week 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.