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Digital Customer Success Manager

akeneo.com Logo

Akeneo

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Location:
United Kingdom;France , London ▼

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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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!

Job Responsibility:

  • 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 escalate 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.

Requirements:

  • You speak French and English fluently
  • 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.
What we offer:
  • Flexible working hours
  • Hybrid setup allowing 3-4 days working from home
  • Option to Work from Anywhere for up to 30 days per year
  • UK: 25 days of annual leave
  • France: 34 days of annual leave and RTTs
  • UK: £450 budget to enhance your home office
  • UK: £80 monthly sustainable transportation allowance
  • France: €500 budget to enhance your home office
  • France: 50% discount on the public transportation pass of your choice or a €45/month Sustainable Transportation Allowance
  • France: Meal vouchers with 50% employer-funded Swile card and €9.5 per working day
  • UK: 26 weeks of paid maternity leave
  • UK: 4 weeks of paid leave for the second parent
  • UK: up to 20 weeks of fully paid shared parental leave
  • UK: gradual return to work program
  • France: 16 weeks of paid maternity leave
  • France: 4 weeks of paid leave for the second parent
  • 2 paid volunteering days annually
  • Employee Resource Groups
  • £1,000/€1,000 annual budget for personal professional development
  • Career paths and internal mobility opportunities
  • Women in Leadership Programme
  • 8-week onboarding program
  • Company-paid private medical insurance for you and eligible dependents
  • UK: pension plan
  • UK: group income protection and group life cover
  • France: life insurance covering up to 5 years of your salary
  • France: comprehensive income protection
  • Access to individual and confidential sessions with a mental health practitioner or coach.

Additional Information:

Job Posted:
May 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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