Enterprise Customer Success Manager

About Akeneo

Akeneo is the leading AI-powered Product Data Platform, helping brands, manufacturers, distributors, and retailers unify product data and pricing to deliver better product experiences, smarter business decisions, and sustainable growth in an AI-driven commerce environment.

At Akeneo, employees thrive in a collaborative, innovative, and flexible work environment where ideas and expertise make an impact from day one. The company promotes professional growth, work-life balance, and meaningful relationships across teams.

Position: Enterprise Customer Success Manager

Role Overview

The Enterprise Customer Success Manager plays a strategic role within Akeneo's Customer Experience organization, ensuring that enterprise customers achieve their business objectives and maximize value from Akeneo's products and services.

You will manage a portfolio of strategic accounts, guiding customers from implementation through renewal while driving retention, adoption, customer satisfaction, and revenue growth.

This role requires strong executive-level relationship management, customer success expertise, and the ability to deliver measurable business outcomes.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with customer stakeholders, including C-level executives across both business and IT functions.

• Develop customers into active Akeneo advocates through:

  • Reference calls

  • Speaking engagements

  • Joint customer success stories

• Serve as a trusted advisor throughout the customer lifecycle.

Customer Adoption & Value Realization

• Drive adoption of Akeneo's platform and AI-powered capabilities.

• Create customized success plans aligned with customer goals and business outcomes.

• Help customers define, measure, and achieve ROI from Akeneo solutions.

• Conduct strategic business reviews and provide actionable recommendations.

Retention & Growth

• Identify and manage customer risks proactively.

• Develop and execute mitigation strategies for at-risk accounts.

• Achieve customer retention targets.

• Identify and develop upsell and cross-sell opportunities.

• Support account expansion and long-term growth.

Customer Success Strategy

• Contribute to Akeneo's customer lifecycle management framework.

• Monitor customer health and engagement metrics.

• Create measurable business value for customers.

• Improve customer success methodologies and best practices.

Cross-Functional Collaboration

• Partner closely with:

  • Forward Deployed Engineers

  • Solution Integrators

  • Product Teams

  • Customer Experience Teams

• Ensure successful implementation and deployment of Akeneo solutions.

• Lead customer workshops and strategic discussions.

Industry Expertise & Consulting

• Use industry knowledge and product expertise to provide proactive recommendations.

• Help customers optimize product information management processes.

• Guide customers through digital transformation initiatives.

Required Qualifications

Languages

• Fluent in Italian and English

• Spanish is considered a strong advantage

Experience

• Strong background in:

  • Customer Success Management

  • Project Management

  • SaaS environments

• Experience within Product Information Management (PIM) or Product Data Management is preferred.

Customer Success Expertise

• Proven experience creating and executing:

  • Customer Success Plans

  • Adoption Programs

  • Health Monitoring Frameworks

  • Risk Management Strategies

  • Digital Transformation Initiatives

Relationship Management

• Experience building trusted relationships with stakeholders at multiple organizational levels, including C-suite executives.

• Strong account management capabilities.

Commercial Success

• Demonstrated success managing high-value enterprise accounts.

• Proven track record in:

  • Customer retention

  • Customer growth

  • Expansion opportunities

  • Revenue protection

Travel Requirements

• Frequent travel to either France or Italy depending on your base location.

Interview Process

Step 1

30-minute screening call with Talent Acquisition.

Step 2

45-minute interview with the Customer Success Manager.

Step 3

45-minute interview with the Director of Customer Success.

Step 4

60-minute case study presentation.

Benefits & Work Environment

Flexible Working

• Hybrid work model with 3–4 days per week working from home.

• Flexible working hours.

• Work From Anywhere policy (up to 30 days per year).

Time Off

France

• 34 days annual leave.

• Additional RTT days.

Italy

• 25 days annual leave.

Home Office & Transportation

• €500 annual home office budget.

• 50% reimbursement of public transportation costs.

• Alternative sustainable transportation allowance (€45/month).

Meal Benefits (France)

• Swile meal card.

• €9.50 meal voucher per working day with 50% employer contribution.

Family & Parental Benefits

Italy

• 5 months paid maternity leave.

• 2 weeks + 10 days paid leave for second parent.

France

• 16 weeks paid maternity leave.

• 4 weeks paid leave for second parent.

Additional Family Support (France)

• Access to partner daycare facilities with guaranteed childcare spaces.

Professional Development

• €1,000 annual learning and development budget.

• Internal mobility opportunities.

• Structured career progression.

• Women in Leadership Program.

• Comprehensive onboarding program.

Wellbeing & Healthcare

France

• Comprehensive private medical insurance covering approximately 91–94% of healthcare expenses.

• Life insurance coverage of up to five years of salary.

• Income protection insurance.

Global

• Confidential mental health coaching and counseling support.

Community & Inclusion

• Two paid volunteering days per year.

• Employee Resource Groups promoting diversity, equity, and inclusion.

Ideal Candidate Profile

The ideal candidate combines:

• Enterprise Customer Success expertise

• SaaS account management experience

• Executive stakeholder management skills

• Strong retention and expansion capabilities

• Digital transformation experience

• Strategic consulting mindset

• Product adoption and value realization expertise

• Excellent communication and workshop facilitation skills

• Ability to manage complex enterprise customer relationships

This role is best suited for an experienced Enterprise Customer Success professional looking to manage strategic global accounts while driving measurable customer outcomes and business growth.