Enterprise 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 Enterprise Customer Success Manager (CSM) is a key role within the Customer Success organization, helping our most valued customers achieve their goals by optimizing 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 revenue and a strong contribution to Akeneo’s customer-first objective. You will guide customers on their implementation journey and ensure they go live. You will ensure they have a positive experience, maintain engagement with Akeneo over time and you will show them how to attain more value and a clear ROI.

Key Responsibilities

• Create prescriptive and customized success plans to help customers define, measure, and achieve success using Akeneo’s solutions.

• Drive adoption of our software and create opportunities for expansion.

• Engage with customers in insightful ways, including delivering personalized, action-focused business reviews.

• Build strong relationships with key contacts at customer accounts, including C-level executives across both the 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.

• Achieve retention and growth targets by supporting client renewals; discovering and qualifying upsell and cross-sell opportunities.

• Work closely with sales teams on long-term account planning and white spacing.

• Understand the signs of risk and proactively identify it. Capable of devising strategies to mitigate risk and executing defined action plans.

• Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.

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

What we look for

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

• You have experience supporting sales on upselling and cross-selling accounts.

• You have experience delivering presentations to a wide range of audiences, including C-level executives, IT and business contacts.

• You have experience creating lasting trusted relationships with customer contacts in different roles up to the C-level.

• You are passionate about customers and helping them drive value through adoption of technology.

• Your empathy, service skills, and adaptability allow you to quickly build relationships with clients of various sizes in various sectors.

• You understand the role of professional services and solution integrators to stand up enterprise software.

• Demonstrated ability to collaborate effectively with cross functional teams to achieve joint-goals.

• Helpful if you have experience in product data management or e-commerce, but not required.

• Travel requirements up to 20%.

• Experience with the following hardware/software (or similar):

  • Apple Macbook

  • Slack

  • Salesforce

  • Google Workspace

  • Gong

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 with the Director, Customer Success

3. 45-minute interview with the team

4. 60-minute case study including a presentation