Digital Customer Success Manager

Akeneo; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Flexible working hours

Work from home options

Annual professional development budget

Mental health support

Company-paid private medical insurance

Generous parental leave

Job summary

Akeneo, located in the Greater London area, is seeking a driven customer success professional to manage a portfolio of mid-market customers. You will be responsible for developing relationships, driving software adoption, and ensuring customer satisfaction through targeted strategies and metrics.

The ideal candidate has over 2 years of experience in sales or customer success within the software industry, is fluent in English, and ideally has knowledge of additional languages such as French or Spanish.

Qualifications

• 2+ years of experience in sales or customer success in the software industry.
• Comfortable with CRM and automation tools.
• Strong communication skills.
• Fluent in English, with additional languages preferred.

Responsibilities

• Manage relationships with mid-market customers and support key accounts.
• Drive software adoption and identify expansion opportunities.
• Execute outreach strategies to boost customer engagement.
• Track customer success metrics to provide actionable insights.
• Elevate at-risk accounts for personalized support.
• Use analytics tools for customer health monitoring.
• Collaborate with internal teams to improve customer resources.

Skills

Customer relationship management

Communication skills

Experience in sales or customer success

CRM tools proficiency (e.g., Salesforce)

Fluency in English

Fluency in a second language (French, Spanish, or Italian)

Job description

Responsibilities

• Manage a high-volume portfolio of mid‑market customers and develop relationships with key contacts at customer accounts. Balance automated workflows with the ability to prioritise support for key accounts.
• Drive adoption of our software and identify opportunities for expansion through engaging with our customers, including through high‑impact business reviews.
• Execute high‑velocity outreach using scalable engagement strategies, such as phone and email cadences and webinars to boost customer adoption, satisfaction and expansion.
• 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 elevate at‑risk accounts needing additional support to ensure timely and personalised assistance as needed.
• Use data analytics tools to monitor customer health and act on insights by implementing targeted digital interventions and tailored recommendations.
• Collaborate with internal teams (Product, Marketing) to optimise digital resources that support customer onboarding and education. Provide insights into customer behaviour and trends, acting as an internal customer advocate.

What we look for

• 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 English fluently.
• Fluency in French, Spanish or Italian in addition to English is preferred.

Benefits

• Work Environment
  • Work‑Life Balance: Flexible working hours, and a hybrid setup allowing 3‑4 days working from home and the option to work from anywhere for up to 30 days per year.
  • UK: Enjoy 25 days of annual leave.
  • France: Enjoy 34 days of annual leave and RTTs.
  • UK: Receive a £450 budget to enhance your home office and an £80 monthly sustainable transportation allowance for eco‑friendly commuting.
  • France: Receive 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.
• Inclusivity
  • Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.
  • 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 programme is also available.
    • France: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent.
• Growth and Development
  • Professional Development: Access a £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 a structured company onboarding programme.
• Wellbeing
  • Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.
  • Health & Insurance: Receive company‑paid private medical insurance for you and eligible dependents.
  • Financial Security:
    • UK: Benefit from a pension plan and protect your loved ones group income protection and a group life cover.
    • 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.