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Senior Customer Success Manager
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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. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.
We're seeking a Senior Customer Success Manager to join our team, helping our most valued APAC 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.
Key Responsibilities- Create 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 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 closing client renewals; discovering and managing upsell and cross-sell opportunities.
- 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.
- You have a solid background in customer success, account management, or a related role within the B2B SaaS industry with a focus on mid-market and enterprise customers.
- You have expertise in developing and executing customer success plans, including onboarding, training, health monitoring, and renewal strategies.
- You have experience creating lasting trusted relationships with customer contacts in different roles up to the C-level.
- You have a strong track record in managing high-value customer accounts, driving retention, and achieving growth targets.
We provide a competitive package, flexible working hours, and a hybrid setup (up to 3-4 days per week working from home). You'll also have access to top-notch communication and collaboration tools, a personal remote allowance, and a $1,000 learning budget per employee per year.
We're committed to creating a safe and inclusive work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics.
Our interview process includes a 30-minute conversation with one of our Talent Partners, a 45-60 minute interview with your future manager, and one or two additional interviews with your future colleagues or stakeholders.
