Customer Success Manager

at  Akeneo

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 Success organization, helping our most valued CEE 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 revenue and 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.

QUALIFICATIONS

• You speak German and English fluently. Speaking Polish is a plus, but not required.
• You have a solid background in customer success, account management, or a related role within the B2B SaaS industry with a focus on mid-market and enterprise customers.
• You are an expert in developing and executing customer success plans, including onboarding, training, health monitoring, and renewal strategies.
• 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.

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 meet your future colleagues.
• Time to present! In this last interview, we will share with you a fictional situation with a client and you’ll have to prepare and present a plan to solve the situation.
• 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

• Create prescriptive and customized success plans to help customers define, measure, and achieve success using Akeneo’s solutions.
• Drive adoption of our software and create opportunities for expansion.
• Engage with customers in insightful ways, including delivering personalized, action-focused business reviews.
• Build strong relationships with key contacts at customer accounts, including C-level executives across both the business and IT.
• 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.
• Achieve retention and growth targets by closing client renewals and discovering and managing upsell and cross-sell opportunities.
• Understand the signs of risk and proactively identify it. Capable of devising strategies to mitigate risk and executing defined action plans.
• Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.