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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer satisfaction through innovative digital strategies.
- Company: Join Akeneo, a global leader in Product Information Management with a vibrant culture.
- Benefits: Enjoy flexible work hours, generous leave, and a budget for home office enhancements.
- Why this job: Make a real impact on customer experiences while growing your career in a supportive environment.
- Qualifications: Experience in leading Customer Success teams and optimising digital strategies is essential.
- Other info: Embrace a culture of inclusivity and professional development opportunities.
The predicted salary is between 43200 - 72000 £ 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.
We're hiring a Senior Manager, Digital Customer Success who will drive customer satisfaction and retention by leading success initiatives through digital channels, automation, and data. In this role, you'll focus on optimizing the customer journey and aligning with commercial objectives to maximize value for clients and the organization, leveraging technology to achieve global scale while leading an international team of Digital CSMs.
Responsibilities
- Team leadership and development: Manage and mentor a team of Digital CSMs, providing regular coaching, performance feedback, and professional development opportunities to ensure team effectiveness and growth.
- Scalable digital success strategies: Develop and implement scalable digital customer success processes, playbooks, and best practices that align with organizational goals and enhance customer outcomes across the team's portfolio. Develop and execute strategies to secure the value, maximize renewals, and identify upsell opportunities.
- Customer retention and satisfaction: Drive customer retention and satisfaction at scale with data‐based strategies to identify and mitigate churn risk early.
- Customer onboarding and journey management: Oversee the design and implementation of digital onboarding programs to guide new customers through initial setup and product adoption.
- Proactive engagement and churn prevention: Oversee customer health metrics and usage data to identify at‐risk customers, ensuring proactive digital engagement and leveraging data insights to inform customer success strategies and prevent churn.
- Cross‐functional collaboration: Partner with Sales, Product, and Support teams to align on customer goals, share insights, and ensure a seamless, cohesive, and exceptional customer experience.
- Escalation management: Act as a point of escalation when needed, providing guidance to the Digital CSMs and collaborating with internal stakeholders to resolve challenges effectively.
- Performance metrics and reporting: Track and analyze key performance metrics (NPS, retention rate, adoption) and present insights to leadership and drive continuous improvement.
- Advocacy for customer needs: Represent the voice of the customer internally, advocating for their needs in product roadmap discussions and organizational decision‐making.
What we look for
- You have prior experience leading a Customer Success team in the B2B SaaS space.
- You have experience building and executing strategies to optimise customer satisfaction and retention via digital channels, automations and data.
- You have experience overseeing large international portfolios (+100 accounts).
- You have strong strategic and analytical skills allowing you to interpret data to drive customer success strategies, solve complex problems, and anticipate customer needs in a rapidly changing environment.
- You have excellent communication skills in English (fluency in French is a plus but not required).
- You don't need to tick every box. We strongly encourage candidates from all backgrounds to apply. If you are excited about this opportunity but your experience is slightly different, we still want to hear from you!
Interview process
- 30‐minute screening call with a member of our Talent Acquisition team.
- 45‐minute interview with the VP of Customer Experience, the hiring manager.
- 45‐minute interview with another Customer Success leader.
- 60‐minute presentation including a 30‐60‐90 plan in front of the VP of Customer Experience and 1‐2 other stakeholders.
- 30‐minute conversation with members of the Digital CS team.
Life at Akeneo
Work Environment
- Work‐Life Balance: Flexible working hours, and a hybrid setup allowing 3‐4 days working from home and option to Work from Anywhere for up to 30 days per year.
- UK: Enjoy 25 days of annual leave.
- US: Enjoy 25 days of annual leave.
- France: Enjoy 34 days of annual leave and RTTs.
- Home Office & Commuting Allowance/Benefits: UK: Enjoy a £450 budget to enhance your home office and an £80 monthly sustainable transportation allowance for eco‐friendly commuting. US: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco‐friendly commuting. France: Enjoy a €500 budget to enhance your home office. 50% discount on the public transportation pass of your choice or a €45/month Sustainable Transportation Allowance to support eco‐friendly commuting.
- Meal vouchers (France only): Get your 50% employer‐funded Swile card and benefit from €9,5 worth of meal vouchers per working day.
Inclusivity
- Generous Parental Leave: UK: Benefit from 26 weeks of paid maternity leave, 4 weeks of paid leave for the second parent, and up to 20 weeks of fully paid shared parental leave. A gradual return to work program is also available. US: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent. A gradual return to work program is also available. France: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent.
- 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/$1,000/€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
- Health & Insurance: Receive company‐paid private medical insurance for you and eligible dependents. (For the US: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.)
- Financial Security: UK: Benefit from a pension plan and protect your loved ones group income protection and a group life cover. US: Benefit from a 401k with a 4% company match and short as well as long‐term disability insurance. France: Protect your loved ones with life insurance covering up to 5 years of your salary, and safeguard your own financial stability with comprehensive income protection.
- 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.
Senior Manager, Digital Customer Success Customer Experience Management · Paris, London, Boston employer: Akeneo
Contact Detail:
Akeneo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Digital Customer Success Customer Experience Management · Paris, London, Boston
✨Tip Number 1
Network like a pro! Reach out to current employees at Akeneo on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a leg up!
✨Tip Number 2
Prepare for your interviews by researching Akeneo's culture and values. Make sure you can articulate how your experience aligns with their mission of enhancing customer experiences. Show them you're not just a fit for the role, but for the team!
✨Tip Number 3
Practice your presentation skills! Since you'll need to present a 30-60-90 day plan, rehearse it until you can deliver it confidently. Use visuals if you can; they can help make your points clearer and more engaging.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Senior Manager, Digital Customer Success Customer Experience Management · Paris, London, Boston
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Manager role. Highlight your experience in leading Customer Success teams and any specific achievements that align with Akeneo's goals. We want to see how you can bring value to our team!
Showcase Your Data Skills: Since this role involves a lot of data-driven decision-making, don’t forget to mention your analytical skills. Share examples of how you've used data to improve customer satisfaction or retention in previous roles. We love numbers that tell a story!
Be Authentic: Let your personality shine through in your application. We appreciate candidates who are genuine and passionate about customer success. Share your journey and what excites you about the opportunity at Akeneo. We’re all about meaningful relationships!
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. We can’t wait to hear from you!
How to prepare for a job interview at Akeneo
✨Know Your Stuff
Before the interview, dive deep into Akeneo's products and services. Understand their Product Information Management (PIM) solutions and how they enhance customer experiences. This knowledge will help you demonstrate your genuine interest and show that you're ready to contribute from day one.
✨Showcase Your Leadership Skills
As a Senior Manager, you'll be leading a team of Digital Customer Success Managers. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, mentoring, and driving performance. Highlight specific strategies you've implemented to improve team effectiveness and customer satisfaction.
✨Data-Driven Mindset
Since the role involves leveraging data to drive customer success, come prepared with examples of how you've used data analytics in previous roles. Discuss how you've identified churn risks or optimised customer journeys using data insights. This will showcase your analytical skills and strategic thinking.
✨Engage with the Team
During the interview, don't hesitate to ask questions about the team dynamics and collaboration with other departments. This shows that you value teamwork and are keen on fostering a supportive environment. Plus, it gives you insight into how you can align with Akeneo's culture of open communication and shared successes.
