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.

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.

• 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!

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