At a Glance
- Tasks: Manage customer relationships and drive software adoption through data-driven strategies.
- Company: Join Akeneo, a leader in Product Information Management with a focus on experience.
- Benefits: Flexible work hours, generous leave, and a budget for personal development.
- Other info: Enjoy a supportive environment with strong growth opportunities and mental health support.
- Why this job: Make a real impact in a collaborative team while helping customers succeed.
- Qualifications: Fluent in French and English with 2 years in sales or customer success.
The predicted salary is between 40000 - 50000 £ per year.
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.
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!
Responsibilities
- 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 elevate 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.
What we look for
- You speak French and English fluently.
- You have at least 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.
Interview Process
- 30‑minute screening call with a member of our Talent Acquisition team.
- 45‑minute interview with the hiring manager.
- 60‑minute presentation including a case study.
- 30‑minute interview with two members of the Digital team.
BenefitsWork Environment
- Work‑life balance: flexible working hours and a hybrid set‑up allowing 3–4 days working from home and the option to work from anywhere for up to 30 days per year.
- Annual leave – UK: 25 days; France: 34 days and RTTs.
- Banking and commute: UK – £450 budget for home office and £80 monthly sustainable transportation allowance. France – €500 home‑office budget, 50% discount on public transportation pass or €45/month sustainable transportation allowance.
Inclusivity
- Community & support: 2 paid volunteering days annually and Employee Resource Groups dedicated to promoting diversity and inclusion.
- Parental leave – UK: up to 26 weeks paid maternity leave plus 4 weeks paid leave for the second parent and up to 20 weeks fully paid shared parental leave. France: 16 weeks paid maternity leave plus 4 weeks paid leave for the second parent.
Growth and Development
- Professional development: £1,000/€1,000 annual budget for personal development, internal mobility opportunities and a Women in Leadership Programme.
- Onboarding: 8‑week onboarding program.
Well‑being
- Mental health support: individual and confidential sessions with a mental health practitioner or coach of your choice.
- Health & insurance: company‑paid private medical insurance for you and eligible dependents.
- Financial security: UK – pension plan, group income protection and group life cover; France – life insurance covering up to 5 years of salary and comprehensive income protection.
Digital Customer Success Manager employer: Akeneo
Akeneo is an excellent employer for Software Engineers, offering a dynamic work environment that prioritises innovation and collaboration. With a strong focus on employee growth through mentorship and cross-team projects, you will have the opportunity to advance your career while enjoying the flexibility of remote or hybrid work arrangements. The company's commitment to a customer-first mindset ensures that your contributions directly impact client satisfaction and success.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Akeneo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Akeneo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Akeneo:Your cover letter is your chance to shine! Tell us why you want to work at Akeneo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Akeneo!
How to prepare for a job interview at Akeneo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
