Digital Customer Success Manager in 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.

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.

Benefits

Work 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.