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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 working 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 42000 - 84000 £ 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 employer: Akeneo
Contact Detail:
Akeneo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Digital Customer Success
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Akeneo's values and mission. This will help you connect your experience with what they stand for, making you a more appealing candidate.
✨Tip Number 2
Prepare for those tricky questions! Think about how your past experiences align with the role of Senior Manager, Digital Customer Success. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 3
Show off your data skills! Since this role involves driving customer satisfaction through data, be ready to discuss how you've used analytics in previous roles to improve customer outcomes.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you email to express your appreciation and reiterate your enthusiasm for the role. It’s a great way to keep you top of mind!
We think you need these skills to ace Senior Manager, Digital Customer Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Manager, Digital Customer Success role. Highlight your experience in leading Customer Success teams and any relevant strategies you've implemented in the B2B SaaS space. We want to see how your skills align with our goals!
Showcase Your Data Skills: Since this role involves driving customer satisfaction through data, don’t forget to mention your analytical skills. Share examples of how you've used data to optimise customer journeys or prevent churn. We love seeing candidates who can turn numbers into actionable insights!
Be Authentic: Let your personality shine through in your application. We value open communication and meaningful relationships, so don’t hesitate to share your passion for customer success and how you’ve made an impact in previous roles. We’re looking for genuine connections!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Akeneo!
How to prepare for a job interview at Akeneo
✨Know Your Customer Success Metrics
Before the interview, brush up on key performance metrics like NPS, retention rates, and adoption statistics. Be ready to discuss how you've used these metrics in your previous roles to drive customer satisfaction and retention.
✨Showcase Your Leadership Style
Prepare examples of how you've managed and mentored teams in the past. Highlight specific instances where your coaching led to team growth or improved performance, as this role requires strong leadership skills.
✨Demonstrate Strategic Thinking
Think about how you would develop scalable digital success strategies for Akeneo. Be prepared to share your ideas on optimising customer journeys and preventing churn, showcasing your analytical skills and strategic mindset.
✨Engage with Cross-Functional Collaboration
Since this role involves working closely with Sales, Product, and Support teams, come equipped with examples of how you've successfully collaborated across departments in the past. This will show your ability to foster teamwork and align on customer goals.
