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 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 CSM 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 on their post-implementation journey. 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 key contacts at customer accounts, including C-level executives across both the business and IT.
- Drive adoption of our software and identify opportunities for expansion.
- Create prescriptive and customised success plans to help customers define, measure, and achieve success using Akeneo’s solutions.
- Engage with customers in insightful ways, including delivering personalised, action-focused business reviews.
- 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 closing client renewals and discovering and managing upsell and cross-sell opportunities with the sales team.
- 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 the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.

**Qualifications**:

- You speak Italian, French and English fluently.
- You have a solid background in customer success, account management, or project management within the SaaS or tech industry.
- You are an expert in developing and executing customer success plans, including onboarding, 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.

**Life at Akeneo**:
**Culture**

Diverse, cross-cultural team.

Office parties, team offsites.

Top-notch 8-week onboarding programme for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company.

**General**

Competitive package.

**Time off**

Flexible working hours and hybrid setup (up to 3-4 days per week working from home).

16 weeks (France) / 5-month (Italy) paid maternity leave (30-33 days paid leave if you are the second parent).

Gradual Return to Work program after maternity or adoption leave.

️ Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year.

**Health & Wellness**

Individual and confidential coaching sessions with a mental health practitioner of your choice.

**Equipment**

Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...

A €500 personal hybrid working allowance to maximize your home office environment.

**Professional Development**

Participation in in-house events welcoming external guests (ie. Meetups) or industry events

‍ A €1,000 learning budget per employee per year.

**Perks & Discounts**

Get your Swile lunch card funded at 50% by the company (France only).

Receive a 50% discount on the transportation pass of your choice (France only).

️ Comité Social et Economique: advantages and deductions on cultural activities, entertainment etc.**(France only)

A €45/month Sustainable Transportation Allowance to support eco-friendly commuting options such as public transportation, biking, or carpooling if eligible.

**Corporate Responsibility**

Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charit