Enterprise Customer Success Manager

Akeneo; Nantes; Hybride; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Flexible working hours

Home Office & Commuter Benefits

Meal vouchers

Generous Parental Leave

Professional Development Budget

Comprehensive Private Medical Insurance

€1,000 annual development budget

8-week onboarding

Private medical insurance

Life insurance & income protection

Résumé du poste

A leading Product Experience company in Nantes is seeking an Enterprise Customer Success Manager to manage strategic accounts and contribute to customer satisfaction. The ideal candidate has 5+ years of experience in Customer Success, a strong SaaS background, and the ability to forge trusted relationships with C-level executives. This role offers a flexible work environment with opportunities for professional growth and development.

Qualifications

• 5+ years of experience in a Customer Success or Consulting role in a SaaS company.
• Solid experience managing large enterprise customers.
• Experience creating lasting, trusted relationships with C-levels.
• Data-driven approach to customer outcomes and product adoption.
• Proven ROI and value delivery across accounts.
• Consistent achievement of retention and sales pipeline targets.
• C-level relationship experience with executive stakeholders.
• Background in marketing or e-commerce technology is a plus.
• Fluency in French and English.

Responsabilités

• Manage a portfolio of strategic accounts.
• Help enterprise customers achieve success by using Akeneo’s solutions.
• Ensure close relationships with C-levels and plan engagements.
• Contribute to customer success framework and lifecycle management.
• Drive adoption strategies to meet business outcomes.
• Leverage product knowledge and data to optimize adoption.
• Translate customer use cases into success stories and internal case studies.
• Support retention goals and identify upsell/cross-sell opportunities.
• Collaborate with Partner Success, Professional Services, and Systems Integrators.
• Guide customer experience strategies with regional leadership for best-in-class service.

Connaissances

Customer Success

Consulting

SaaS experience

Data management

Relationship management

Bilingual (French and English)

Marketing/E-commerce tech

Bilingual: French & English

Description du poste

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.

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
• You have experience in the marketing or e‑commerce technology space
• You speak French and English fluently

Interview process

• 30‑minute screening call with a member of our Talent Acquisition team
• 45‑60‑minute interview with the Manager, Customer Success (hiring manager)
• 30‑45‑minute interview with the Sr. Director, Customer Success EMEA
• 60‑minute interview, including a case study and a presentation.

Life at Akeneo

Work Environment

Work‑Life Balance: Flexible working hours, and a hybrid setup allowing 3‑4 days working from home and enjoy 34 days of annual leave and RTTs. Option to Work from Anywhere for up to 30 days per year.

• Home Office & Commuter Benefits: 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: Get your 50% employer‑funded Swile card and benefit from €9,5 worth of meal vouchers per working day.

Inclusivity

Generous Parental Leave: 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.

• Daycare: Providing access to a network of high‑quality crèches, ensuring your little ones are cared for with a guaranteed number of cribs available.
• Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.

Growth & Development

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.

Wellbeing

Health & Insurance: Receive comprehensive private medical insurance for you and eligible dependents designed to cover between 91% and 94% of your health expenses, with various options to suit your needs.

• Financial Security: 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.

For more information about benefits, don’t hesitate to contact our Talent Acquisition team.