Senior Manager, Digital Customer Success

Overview 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 We’re hiring a Senior Manager, Digital Customer Success who will drive customer satisfaction and retention by leading success initiatives through digital channels, automation, and data. In this role, you’ll focus on optimizing the customer journey and aligning with commercial objectives to maximize value for clients and the organization, leveraging technology to achieve global scale while leading an international team of Digital CSMs. Responsibilities Team leadership and development: Manage and mentor a team of Digital CSMs, providing regular coaching, performance feedback, and professional development opportunities to ensure team effectiveness and growth Scalable digital success strategies: Develop and implement scalable digital customer success processes, playbooks, and best practices that align with organizational goals and enhance customer outcomes across the team's portfolio. Develop and execute strategies to secure the value, maximize renewals, and identify upsell opportunities. Customer retention and satisfaction: Drive customer retention and satisfaction at scale with data-based strategies to identify and mitigate churn risk early. Customer onboarding and journey management: Oversee the design and implementation of digital onboarding programs to guide new customers through initial setup and product adoption. Proactive engagement and churn prevention: Oversee customer health metrics and usage data to identify at-risk customers, ensuring proactive digital engagement and leveraging data insights to inform customer success strategies and prevent churn. Cross-functional collaboration: Partner with Sales, Product, and Support teams to align on customer goals, share insights, and ensure a seamless, cohesive, and exceptional customer experience. Escalation management: Act as a point of escalation when needed, providing guidance to the Digital CSMs and collaborating with internal stakeholders to resolve challenges effectively. Performance metrics and reporting: Track and analyze key performance metrics (NPS, retention rate, adoption) and present insights to leadership and drive continuous improvement Advocacy for customer needs: Represent the voice of the customer internally, advocating for their needs in product roadmap discussions and organizational decision-making. Qualifications You have prior experience leading a Customer Success team in the B2B SaaS space You have experience building and executing strategies to optimise customer satisfaction and retention via digital channels, automations and data You have experience overseeing large international portfolios (+100 accounts) You have strong strategic and analytical skills allowing you to interpret data to drive customer success strategies, solve complex problems, and anticipate customer needs in a rapidly changing environment. You have excellent communication skills in English (fluency in French is a plus but not required) 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 30-minute screening call with a member of our Talent Acquisition team 45-minute interview with the VP of Customer Experience, the hiring manager 45-minute interview with another Customer Success leader 60-minute presentation including a 30-60-90 plan in front of the VP of Customer Experience and 1-2 other stakeholders 30-minute conversation with members of the Digital CS 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: 25 days of annual leave US: 25 days of annual leave France: 34 days of annual leave and RTTs - Home Office & Commuting Allowance/Benefits: UK: £450 home office budget and £80 monthly sustainable transportation allowance US: $600 home office budget and $80 monthly sustainable transportation allowance France: €500 home office budget and transportation options (50% discount on public transport or €45/month Sustainable Transportation Allowance) - 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: 26 weeks paid maternity leave, 4 weeks paid leave for the second parent, up to 20 weeks shared parental leave, and a gradual return to work program US: 16 weeks paid maternity leave, 4 weeks paid leave for the second parent, and a gradual return to work program France: 16 weeks paid maternity leave, 4 weeks paid leave for the second parent - Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups promoting diversity and inclusion. Growth and Development - Professional Development: Access a budget for personal professional development and pathways for internal mobility, including a "Women in Leadership Programme." - Comprehensive Onboarding: 8-week onboarding program. Wellbeing - Health & Insurance: Company-paid private medical insurance for you and eligible dependents. (US: 100% employer contribution for employees and dependents for medical, dental, and vision benefits up to caps.) UK: Pension plan, group income protection, and group life cover US: 401k with 4% company match and disability insurance France: Life insurance and income protection - Mental Health Support: Access to individual, confidential sessions with a mental health practitioner or coach. For more information about benefits, contact our Talent Acquisition team. #J-18808-Ljbffr