Senior Manager, Digital Customer Success

Akeneo

32d•Hybrid

About The Position

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 We’re hiring a Senior Manager, Digital Customer Success who will drive customer satisfaction and retention by leading success initiatives through digital channels, automation, and data. In this role, you’ll focus on optimizing the customer journey and aligning with commercial objectives to maximize value for clients and the organization, leveraging technology to achieve global scale while leading an international team of Digital CSMs.

Requirements

You have prior experience leading a Customer Success team in the B2B SaaS space
You have experience building and executing strategies to optimise customer satisfaction and retention via digital channels, automations and data
You have experience overseeing large international portfolios (+100 accounts)
You have strong strategic and analytical skills allowing you to interpret data to drive customer success strategies, solve complex problems, and anticipate customer needs in a rapidly changing environment.
You have excellent communication skills in English (fluency in French is a plus but not required)

Responsibilities

Team leadership and development: Manage and mentor a team of Digital CSMs, providing regular coaching, performance feedback, and professional development opportunities to ensure team effectiveness and growth
Scalable digital success strategies: Develop and implement scalable digital customer success processes, playbooks, and best practices that align with organizational goals and enhance customer outcomes across the team's portfolio. Develop and execute strategies to secure the value, maximize renewals, and identify upsell opportunities.
Customer retention and satisfaction: Drive customer retention and satisfaction at scale with data-based strategies to identify and mitigate churn risk early.
Customer onboarding and journey management: Oversee the design and implementation of digital onboarding programs to guide new customers through initial setup and product adoption..
Proactive engagement and churn prevention: Oversee customer health metrics and usage data to identify at-risk customers, ensuring proactive digital engagement and leveraging data insights to inform customer success strategies and prevent churn.
Cross-functional collaboration: Partner with Sales, Product, and Support teams to align on customer goals, share insights, and ensure a seamless, cohesive, and exceptional customer experience.
Escalation management: Act as a point of escalation when needed, providing guidance to the Digital CSMs and collaborating with internal stakeholders to resolve challenges effectively.
Performance metrics and reporting: Track and analyze key performance metrics (NPS, retention rate, adoption) and present insights to leadership and drive continuous improvement
Advocacy for customer needs: Represent the voice of the customer internally, advocating for their needs in product roadmap discussions and organizational decision-making.

Benefits

Work-Life Balance: Flexible working hours, and a hybrid setup allowing 3-4 days working from home and option to Work from Anywhere for up to 30 days per year.
UK: Enjoy 25 days of annual leave.
US: Enjoy 25 days of annual leave
France: Enjoy 34 days of annual leave and RTTs.
Home Office & Commuting Allowance/Benefits:
UK: Enjoy a £450 budget to enhance your home office and an £80 monthly sustainable transportation allowance for eco-friendly commuting.
US: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.
France: Enjoy a €500 budget to enhance your home office. 50% discount on the public transportation pass of your choice or a €45/month Sustainable Transportation Allowance to support eco-friendly commuting.
Meal vouchers (France only): Get your 50% employer-funded Swile card and benefit from €9,5 worth of meal vouchers per working day.
Generous Parental Leave:
UK: Benefit from 26 weeks of paid maternity leave, 4 weeks of paid leave for the second parent, and up to 20 weeks of fully paid shared parental leave. A gradual return to work program is also available.
US: 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.
France: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent.
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/$1,000/€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.
Health & Insurance: Receive company-paid private medical insurance for you and eligible dependents. (For the US: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.)
Financial Security:
UK: Benefit from a pension plan and protect your loved ones group income protection and a group life cover.
US: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
France: Protect your loved ones with life insurance covering up to 5 years of your salary, and safeguard your own financial stability with comprehensive income protection.
Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.