Digital 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.

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.

Join our Customer Success organisation as a Digital Customer Success Manager Play an important role in ensuring our customers achieve success through scalable, data-driven engagement. You'll develop automated strategies to promote product adoption, foster satisfaction, and empower customers with the resources they need to thrive. Be part of a team known for its strong sense of collaboration and collective success, where every contribution is recognised and celebrated

Responsibilities

- Manage a high-volume portfolio of mid-market customers and develop automated and scalable engagement strategies to boost adoption and customer satisfaction.

- Collaborate with internal teams (Product, Marketing) to optimise digital resources that support customer onboarding and education.

- Use data analytics tools to monitor customer health and act on insights by implementing targeted digital interventions and tailored recommendations.

- Design and manage regular touchpoints through email campaigns, in-app messaging, and webinars to proactively address common customer needs.

- 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 personalised assistance as needed.

- You have +2 years of experience in sales or customer success in the software industry.

- You are comfortable with CRM and automation tools (e.g. Salesforce, Gainsight, HubSpot, Catalyst, etc.)

- You have strong communication skills.

- You speak German and English fluently (Italian would be a plus - not mandatory)

1. 30-minute screening call with a member of our Talent Acquisition team.

2. 60-minute interview with the hiring manager, where you'll learn more about the role and discuss your experience in more detail.

3. 30-minute interview with a member of the Digital Customer Success team.

4. 60-minute interview that will include the presentation of a risk mitigation plan in front of the hiring manager and another member of the Customer Success organisation. 

- Work-Life Balance: Flexible working hours, and a hybrid setup allowing 3-4 days working from home and enjoy 30 days of annual leave. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuting Allowance: Enjoy a €500 budget to enhance your home office and a €45 monthly sustainable transportation allowance for eco-friendly commuting.

- Generous Parental Leave: Benefit from 14 weeks of paid maternity leave (pay topped up to average salary), 6 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.

- 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.

- Sports & Wellness: Take advantage of an Urban Sports Club membership with a monthly deduction of €30.
- 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.