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About the Role

Digital Customer Success Managers at Akeneo are responsible for helping a portfolio of 150–200 customer accounts achieve success through scalable, data-driven engagement. You will help shape and develop digital and automated strategies to promote product adoption, foster satisfaction, and empower customers with the resources they need to thrive.

Responsibilities

• Manage a high-volume portfolio of mid-market customers and develop relationships with key contacts at customer accounts.
• Balance automated workflows with the ability to prioritize support for key accounts.
• Drive adoption of our software and identify opportunities for expansion through engaging with our customers, including through high-impact business reviews.
• Execute high-velocity outreach using scalable engagement strategies, such as phone and email cadences and webinars to boost customer adoption, satisfaction and expansion.
• Track and report on key customer success metrics (e.g., adoption rates, churn risk indicators, NPS scores) to ensure objectives are being met and provide insights into areas for improvement.
• Identify and escalate at-risk accounts needing additional support to ensure timely and personalized assistance as needed.
• Use data analytics tools to monitor customer health and act on insights by implementing targeted digital interventions and tailored recommendations.
• Collaborate with internal teams (Product, Marketing) to optimize digital resources that support customer onboarding and education.
• Provide insights into customer behavior and trends, acting as an internal customer advocate.

Requirements

• Over 2 years of experience in sales or customer success in the software industry.
• Comfortable with CRM and automation tools (e.g. Salesforce, Gainsight, HubSpot, Catalyst, etc.)
• Strong communication skills.
• Fluent English.
• Fluency in French, Spanish or Italian in addition to English is preferred.

Work Type

• Hybrid

Experience Level

• Mid-market
• 2+ years

Benefits

• Flexible working hours
• Hybrid setup allowing 3-4 days working from home
• Option to Work from Anywhere for up to 30 days per year
• 25 days of annual leave (UK)
• 34 days of annual leave and RTTs (France)
• £450 budget to enhance home office (UK)
• £80 monthly sustainable transportation allowance (UK)
• €500 budget to enhance home office (France)
• 50% discount on public transportation pass or €45/month Sustainable Transportation Allowance (France)
• 50% employer-funded Swile card with €9,5 meal vouchers per working day (France)
• 26 weeks of paid maternity leave (UK)
• 4 weeks of paid leave for the second parent (UK)
• Up to 20 weeks of fully paid shared parental leave (UK)
• Gradual return to work program (UK)
• 16 weeks of paid maternity leave (France)
• 4 weeks of paid leave for the second parent (France)
• 2 paid volunteering days annually
• Employee Resource Groups
• £1,000/€1,000 annual budget for personal professional development
• Career paths
• Internal mobility opportunities
• Women in Leadership Programme
• Structured company onboarding program
• Company-paid private medical insurance for you and eligible dependents
• Pension plan (UK)
• Group income protection (UK)
• Group life cover (UK)
• Life insurance covering up to 5 years of salary (France)
• Income protection (France)
• Individual and confidential sessions with a mental health practitioner or coach

About the Company

• 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.