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 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 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 personalized, 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 negotiating and closing client renewals.
• Positively impact adoption of our software while uncovering new use cases to increase the value customers get from our software.
• Discover and manage upsell and cross-sell opportunities; partnering with our 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 third-party Solution Integrators to ensure a successful deployment of Akeneo.

Qualifications

• You speak English and Spanish fluently.
• You have +2 years of experience in customer success or account 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

Work Environment

- Work-Life Balance: Enjoy 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuting Allowance: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.

Inclusivity

- Generous Parental Leave: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent. A gradual return to work program is also available.
- Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.

Growth and Development

- Professional Development: Access a $1,000 annual budget for personal professional development and take advantage of career paths, internal mobility opportunities, and a "Women in Leadership Programme."
- Comprehensive Onboarding: Start on the right foot with an 8-week onboarding program.

Wellbeing

- Health & Insurance: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.
- Financial Security: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
- Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.

For more information about benefits, don’t hesitate to contact our Talent Acquisition team.

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.
• Time to present! Showcase your Customer Success skills in a case study.
• 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!

Department

Customer Experience Management

Role

Customer Success

Locations

Boston

Employment type

Full-time

Working policy

Hybrid

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