Digital 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. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.
At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community! Our Purple Fire isn’t just a set of values; it’s our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are. We want our people to help us grow and to grow with us, and that’s why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo! Learn more about who we are as an employer and about our Culture and Values via our Career page.

JOB DESCRIPTION

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!

QUALIFICATIONS

• 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, etc.)
• You have strong communication skills.
• You speak German and English fluently (Italian would be a plus - not mandatory)

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.
• 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

• Manage a high-volume portfolio of mid-market customers and develop automated and scalable engagement strategies to boost adoptions 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.