Senior Manager, Digital Customer Success Customer Experience Management Paris, London, Boston

Senior Manager, Digital Customer Success

Akeneo is a Product Experience company and global leader in Product Information Management (PIM). We create 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.

Learn more about our culture and values via our Career page.

Job description

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 ( 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 (fl English). Fluency in French is a plus but not required.

Interview process

1. 30 minute screening call with a member of our Talent Acquisition team.
2. 45 minute interview with the VP of Customer Experience, the hiring manager.
3. 45 minute interview with another Customer Success leader.
4. 60 minute presentation including a plan in front of the VP of Customer Experience and 1 2 other stakeholders.
5. 30 minute conversation with members of the Digital CS team.

Locations

Paris, London, Boston

Employment type

Full time

Work policy

Hybrid

Contact

Paul Gerard - Manager, Talent Acquisition - People Experience