Customer Success Manager - Italian Speaker Customer Experience Management · London in City of London

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.

The Customer Success Manager is a key role within the Customer Experience organisation, helping our most valued customers achieve their goals by optimising the use of our products and services. As a Customer Success Manager at Akeneo, you will manage a portfolio of strategic accounts, providing a direct impact on retention as a strong contribution to Akeneo’s customer-first objective. You will guide customers on their post-implementation journey, ensuring they have a positive experience, maintain engagement with Akeneo over time, and show them how to attain more value and a clear ROI.

Responsibilities:

• Build strong relationships with key contacts at customer accounts, including C-level executives across both the business and IT.
• Drive adoption of our software and identify opportunities for expansion.
• Create prescriptive and customised success plans to help customers define, measure, and achieve success using Akeneo’s solutions.
• Engage with customers in insightful ways, including delivering personalised, action-focused business reviews.
• Understand the signs of risk and proactively identify it.
• Capable of devising strategies to mitigate risk and executing defined action plans.
• Achieve retention and growth targets by closing client renewals and discovering and managing upsell and cross-sell opportunities with the sales team.
• 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.
• Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.

Qualifications:

• You speak Italian and English fluently.
• You have a solid background in customer success, account management, or project management within the SaaS or tech industry.
• You are an expert in developing and executing customer success plans, including onboarding, risk management, health monitoring, adoption and digital transformation.
• 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.

Interview process:

• 30-minute screening call with a member of our Talent Acquisition team.
• 60-minute interview with the hiring manager, where you'll learn more about the role and discuss your experience in more detail.
• 30-minute interview with the Regional Sales VP.
• 60-minute interview that will include the presentation of a risk mitigation plan in front of the hiring manager and another member of the Customer Success organisation.

Life at Akeneo:

• Work Environment - Work-Life Balance: Flexible working hours. Enjoy 25 days of annual leave. Option to Work from Anywhere for up to 30 days per year.
• Inclusivity - 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 an 8-week onboarding program.
• Wellbeing - 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.