Enterprise Customer Success Manager

Akeneo; Massachusetts; Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Hybrid work setup

25 days annual leave

Home office budget $600

Monthly transportation allowance $80

Parental leave

401k with 4% match

Mental health support

Job summary

Akeneo, the leading AI-powered Product Data Platform, is seeking an Enterprise Customer Success Manager to manage a portfolio of strategic accounts, guiding their implementation journeys and driving ROI.

You will collaborate with sales, professional services, and solution integrators to ensure adoption, renewals, and expansion, including presenting to C-level audiences and building trusted relationships across both business and IT.

Qualifications

• 5+ years of experience in a Customer Success, Account Management or hybrid role in a SaaS company.
• Experience supporting sales on upselling and cross-selling accounts.
• Experience delivering presentations to audiences including C-level executives, IT and business contacts.
• Ability to build trusted relationships with customer contacts across roles up to C-level.
• Passion for helping customers drive value through technology adoption.

Responsibilities

• Create prescriptive, customized success plans to measure and achieve customer success with Akeneo solutions.
• Drive adoption and identify opportunities for expansion.
• Deliver personalized, action-focused business reviews with customers.
• Build strong relationships with key executives across business and IT at accounts.
• Contribute to customer success framework: monitor health, value realization, and retention.

Skills

Customer Success

Account Management

SaaS Experience

Upselling & Cross-selling

Executive Communication

Tools

Salesforce

Slack

Google Workspace

Gong

Job description

Akeneo is the leading AI-powered Product Data Platform that helps brands, manufacturers, distributors, and retailers unify product data and pricing to power better product experiences, smarter decisions, and business growth in an AI-driven commerce world.

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 fulfilment. 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 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 implementation journey and ensure they go live. You will ensure they have a positive experience, maintain engagement with Akeneo over time and you will show them how to attain more value and a clear ROI.

Key Responsibilities

• 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 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.
• Achieve retention and growth targets by supporting client renewals; discovering and qualifying upsell and cross-sell opportunities.
• Work closely with sales teams on long-term account planning and white spacing.
• 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.

This is a great opportunity for an experienced CSM who has worked with customer executives to build success plans leading to happy referenceable customers.

What We Look For

• You have 5+ years of experience in a Customer Success, Account Management or hybrid role in a SaaS company.
• You have experience supporting sales on upselling and cross-selling accounts.
• You have experience delivering presentations to a wide range of audiences, including C-level executives, IT and business contacts.
• You have experience creating lasting trusted relationships with customer contacts in different roles up to the C-level.
• You are passionate about customers and helping them drive value through adoption of technology.
• Your empathy, service skills, and adaptability allow you to quickly build relationships with clients of various sizes in various sectors.
• You understand the role of professional services and solution integrators to stand up enterprise software.
• Demonstrated ability to collaborate effectively with cross functional teams to achieve joint-goals.
• Helpful if you have experience in product data management or e-commerce, but not required.
• Travel requirements up to 20%.
• Experience with the following hardware/software (or similar):
  • Apple Macbook
  • Slack
  • Salesforce
  • Google Workspace
  • Gong

You don't need to tick every box. We strongly encourage candidates from all backgrounds to apply. If you are excited about this opportunity but your experience is slightly different, we still want to hear from you!

Interview process

• 30-minute screening call with a member of our Talent Acquisition team
• 45-minute with the Director, Customer Success
• 45-minute interview with the team
• 60-minute case study including a presentation

Salary range

$140,000-170,000 OTE

Life at Akeneo

Work Environment

• Work-Life Balance: Enjoy 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to Work from Anywhere for up to 30 days per year.
• Home Office & Commuting Allowance: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.

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.
• Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.

Growth and 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 a structured company onboarding program.

Wellbeing

• Health & Insurance: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.
• Financial Security: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
• 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.

Akeneo is the leading AI-powered Product Data Platform that helps brands, manufacturers, distributors, and retailers unify product data and pricing to power better product experiences, smarter decisions, and business growth in an AI-driven commerce world.