Customer Success Manager - Italian Speaker

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 are all about experience – from the best-in-class product we build to the inspiring environment we create for our employees. You will grow in a dynamic environment where your ideas and expertise will make an impact from day one.

The Customer Success Manager is a key role within the Customer Experience organization, helping our most valued customers achieve their goals by optimising the use of our products and services. 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 a positive experience, maintaining engagement over time, and helping them attain more value and a clear ROI.

Responsibilities:

• Build strong relationships with key contacts at customer accounts, including C-level executives across business and IT.
• Drive adoption of our software and identify opportunities for expansion.
• Create prescriptive and customized success plans to help customers define, measure, and achieve success using Akeneo’s solutions.
• Engage with customers in insightful ways, including delivering personalized, action-focused business reviews.
• Understand the signs of risk and proactively identify it; devise strategies to mitigate risk and execute 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:

• Speak Italian and English fluently.
• Solid background in customer success, account management, or project management within the SaaS or tech industry.
• Expertise in developing and executing customer success plans, including onboarding, risk management, health monitoring, adoption and digital transformation.
• Experience creating lasting, trusted relationships with customer contacts in different roles up to the C-level.
• Strong track record in managing high-value customer accounts, driving retention, and achieving growth targets.

Interview Process:

• 30-minute screening call with Talent Acquisition.
• 60-minute interview with hiring manager.
• 30-minute interview with Regional Sales VP.
• 60-minute interview including presentation of a risk mitigation plan to the hiring manager and another member of the Customer Success organization.

Life at Akeneo Work Environment:

• Flexible working hours, 25 days annual leave, option to work from anywhere 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.

Growth and Development Professional Development:

• €1,000 annual budget for personal development and internal mobility opportunities, including a Women in Leadership Programme.
• Comprehensive Onboarding: 8-week program to start on the right foot.

Wellbeing Mental Health Support:

• Individual and confidential sessions with a mental health practitioner or coach.

For more information about benefits, contact our Talent Acquisition team.

Seniority Level: Mid-Senior level

Employment Type: Full-time

Job Function: Other

Industries: Software Development