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 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.

• Understand your customer goals and drive an adoption strategy to achieve business outcomes.

• Leverage your product knowledge and customer data to ensure optimal adoption.

• Transform customer use cases into success stories, by sharing best practices and specific challenges faced by our clients internally or on stage.

• Achieve Retention and growth targets by proving value and helping Account Managers close client renewals; and discovering upsell and cross-sell opportunities.

• Collaborate with Partner Success Managers, Professional Services team and Solution Integrators to ensure we make our customers successful fast.

• 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.

What we look for

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

• You have solid experience managing large enterprise customers

• You have a data and product hands-on approach

• You have successfully demonstrated Value and ROI on your customer portfolio

• You have consistently achieved targets for retention and pipeline creation

• You have experience creating lasting, trusted relationships with C-levels (CTO, CDO, CIO, CMO, CPO, CFO, CEO)

• You have experience in the marketing or e-commerce technology space

• You speak French and English fluently

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. 45-60-minute interview with the Manager, Customer Success (hiring manager)

3. 30-45-minute interview with the Sr. Director, Customer Success EMEA

4. 60-minute interview, including a case study and a presentation.
   

Life at Akeneo

Department

Customer Experience Management

Role

Customer Success

Locations

Paris, Nantes

Employment type

Full-time

Working policy

Hybrid