Senior Customer Success Operations Analyst

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.

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

Job description

We’re hiring a Senior Customer Success Operations Analyst who will plays a critical, strategic role in enabling Akeneo's global Customer Success organization to achieve its retention and adoption targets. This role is the operational engine that ensures our CSMs can effectively drive Net Revenue Retention (NRR), mitigate churn, identify expansion opportunities, and accelerate product adoption.

Responsabilities

• NRR & Growth Optimization: Operationalized Customer Health Scoring and automated workflows to increase churn risk accuracy, proactively surface expansion pipeline, and deploy playbooks that accelerate product adoption and time-to-value.

• Customer Success Systems & Tools Ownership: Own and optimize the global CS ecosystem (Catalyst, Salesforce, BigQuery, Gong), ensuring cross-regional alignment for digital and high-touch motions while maintaining strict data integrity for accurate reporting.

• Process Improvement & Operational Excellence: Engineered automated, end-to-end workflows (onboarding to renewal) for Enterprise and Digital segments, delivering actionable NRR/forecast reporting to leadership while driving global change management.

• CS Ops Project Delivery: Directed end-to-end CS Ops initiatives from requirements to global enablement, while co-managing the service desk to ensure rapid issue resolution and SLA compliance.

• Data, Reporting & Insights: Spearheaded BI dashboard development (Metabase) to translate complex metrics—NRR, Health Scores, and sentiment—into actionable leadership insights and performance tracking for churn and expansion initiatives.

• Cross-Functional Collaboration: Partnered with CS Leadership and RevOps to translate business needs into scalable GTM solutions, while building playbooks and training programs to maximize global CSM effectiveness and tool adoption.

What we look for

• 3–5+ years of experience in Customer Success Operations or a similar operations role within a SaaS company.

• Mandatory hands-on administration and optimization experience with a leading CS platform (e.g., Catalyst, Gainsight, ChurnZero). Catalyst experience is a significant advantage.

• Strong analytical capabilities with proven experience using BI tools (e.g., Metabase) and a working knowledge of SQL for data extraction and analysis.

• Experience with Jira for process management; Salesforce administration/integration experience is a strong plus.

• Deep understanding of SaaS business models, customer lifecycle processes, and key CS metrics, especially those related to NRR, churn mitigation, and customer adoption.

• Proven track record in owning and delivering operational projects end-to-end, including change management and cross-functional rollout.

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

1. 30-minute screening call with a member of our Talent Acquisition team

2. 60-minute interview with Antoine, the hiring manager

3. 60-minute presentation of a use case to a panel

Life at Akeneo

Work Environment 

- Work-Life Balance: Flexible working hours, and a hybrid setup allowing 3-4 days working from home and enjoy 34 days of annual leave and RTTs. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuter Benef