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. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.

At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community! Our Purple Fire isn’t just a set of values; it’s our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are. We want our people to help us grow and to grow with us, and that’s why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo! Learn more about who we are as an employer and 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.
• Achieve retention and growth targets by closing client renewals; discovering and managing upsell and cross-sell opportunities.
• Understand and share adoption best practices and specific challenges faced by our clients with your regional CSM team
• Collaborate with the Akeneo Value Engineer & Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.
• 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.

Qualifications

• You have 5+ years of experience in a Customer Success, Account Management or hybrid role in a SaaS company.
• You have solid experience managing large enterprise customers 
• You have consistently achieved targets for upselling, cross-selling and renewing accounts.
• 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

Life at Akeneo

🌎 Diverse, cross-cultural team.

🎉 Annual All Staff gathering week, 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 and complementary health insurance

Time off

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

👶 33 days paid leave if you are the second parent (instead of 28 days)

🏝️ 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

💆 Massage sessions offered regularly and at a reduced price

Equipment

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

💻 Choose between MacOS or Linux

💸 Personal remote 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

🚇 Receive a 50% discount on the transportation pass of your choice

📽️ Comité Social et Economique: advantages and deductions on cultural activities, entertainment etc.

👶 Take advantage of our company crèche whether you need a nursery spot (subject to availability), emergency childcare, or care for Wednesdays and school vacations.

Corporate Responsibility

🤲 Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.

🌈 Join one or several of our Employee Resource Groups and take an active part in promoting diversity and inclusion within our company.

🧑‍🤝‍🧑 Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself! 

 Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you’ll learn more about the role and about Akeneo.
• Meet your future manager! This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
• Meet the team! Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders.
• Sign your offer!

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.

So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay!
Feeling hesitant because you think you’re not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don’t hesitate to apply anyway, or reach out to us for questions or clarifications!