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Digital Customer Success Manager

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Akeneo: The Product Experience Company

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Product
  • Munich

AI generated summary

  • You have 2+ years in software sales or customer success, are skilled with CRM tools, communicate well, and speak fluent German and English; Italian is a plus.
  • You will manage customer portfolios, optimize engagement strategies, monitor health metrics, coordinate digital resources, and track success metrics to enhance customer satisfaction and adoption.

Requirements

  • You have +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, etc.)
  • You have strong communication skills.
  • You speak German and English fluently (Italian would be a plus - not mandatory)

Responsibilities

  • Manage a high-volume portfolio of mid-market customers and develop automated and scalable engagement strategies to boost adoptions and customer satisfaction.
  • Collaborate with internal teams (Product, Marketing) to optimise digital resources that support customer onboarding and education.
  • Use data analytics tools to monitor customer health and act on insights by implementing targeted digital interventions and tailored recommendations.
  • Design and manage regular touchpoints through email campaigns, in-app messaging, and webinars to proactively address common customer needs.
  • 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 escalate at-risk accounts needing additional support to ensure timely and personalised assistance as needed.

FAQs

What is the role of a Digital Customer Success Manager at Akeneo?

The Digital Customer Success Manager plays an essential role in ensuring customers achieve success through scalable, data-driven engagement strategies, promoting product adoption and customer satisfaction.

What qualifications are required for this position?

Candidates should have over 2 years of experience in sales or customer success in the software industry and be comfortable using CRM and automation tools. Strong communication skills and fluency in German and English are also required, with Italian being a plus.

How many customers will I manage in this role?

You will manage a high-volume portfolio of mid-market customers.

What tools will I be using in this position?

You will work with CRM and automation tools such as Salesforce, Gainsight, and HubSpot.

Are there opportunities for professional development?

Yes, employees have a €1,000 learning budget per year and can participate in various in-house events and industry events.

What is the company's onboarding process like?

Akeneo provides a top-notch 8-week onboarding program that includes live presentations, online courses, and a checklist of resources for a smooth integration into the company.

Is speaking Italian mandatory for this position?

No, speaking Italian is a plus but not mandatory.

What kind of support can I expect for mental health?

Akeneo provides individual and confidential coaching sessions with a mental health practitioner of your choice.

What is the company's approach to diversity and inclusion?

Akeneo is committed to creating a safe work environment for everyone and emphasizes anti-racist, anti-homophobic, anti-sexist, and anti-ableist practices, promoting inclusion and diversity.

How does the company handle customer engagement?

Engagement strategies include automated emails, webinars, in-app messaging, and monitoring customer health through data analytics for targeted interventions.

Will I need to escalate accounts that are at risk?

Yes, you will need to identify and escalate at-risk accounts requiring additional support to ensure timely and personalized assistance.

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Akeneo: The Product Experience Company

Create product experiences that turn browsers into buyers.

Technology
Industry
201-500
Employees
2013
Founded Year

Mission & Purpose

Akeneo brings a complete and composable SaaS-based solution for managing, orchestrating, activating, and optimizing the entire product record in order to drive compelling and consistent product experiences across all owned and unowned channels and routes-to-market. With its open platform, leading PIM for product data and asset management, and ecosystem connectivity with Akeneo App Store, Akeneo Product Cloud empowers commerce businesses to deliver world-class product experiences that unlock growth. Leading global brands, manufacturers, distributors, and retailers, including PUMA, Taylor Made Golf Co, Canon USA, The Very Group, Giant Tiger, and Tarkett trust Akeneo to scale and customize their omnichannel commerce initiatives. Using Akeneo Product Cloud, brands and retailers can activate product experiences in any channel, therefore driving improved customer experiences, increased sales, reduced time to market, accelerated expansion, and increased team productivity.

Culture & Values

  • Humility ☺️

    We want to become better at what we do, and we acknowledge that we are not there yet.

  • Innovation

    We take pride in developing an open-source solution. This makes our solution powerful, open to everyone, and we are very attentive to our code quality.

  • Benevolence 💜

    We believe everyone is doing their best, and we commit to helping each other in a friendly way, with an ‘open door’ policy.

  • Openness 🤝

    We love hearing new ideas and opinions. We are always excited to welcome new employees with different backgrounds who can share their experiences and challenge our status quo.

  • Beer 🧃

    We do serious business without taking ourselves too seriously. We love to get together and share fun moments at work!