Associate Customer Success Manager

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s top software companies by The Software Report. We are Acquia. We are a global company with employees located in more than 30 countries, and we’re building for the future. We want you to be a part of it!Looking for an energetic Associate Customer Success Manager to be based out of our Boston office. The successful candidate will have a desire to learn about marketing, digital experiences, relationship management, SAAS organizations and stellar customer success. As a member of our CSM Programs team, you and your teammates will launch new Customer Success programs to a wide audience of existing customers who don’t have a dedicated CSM on their account. Our CSM Programs team is a key component to how we build programs and improvements that can impact our entire CSM organization.

You bring the passion, grit, desire to learn, dedication and ambition to succeed! We will align you with industry leading Customer Success leaders who will teach you everything you need to know about digital experiences, customer success management, helping clients realize value, customer advocacy and of course, Acquia’s industry leading solutions.

As the Associate Customer Success Manager - Programs, you will...

• Collaborate with Acquia Account Management and other teams to identify and engage existing customers in driving adoption, utilization, and onboarding best practices to ensure long term success with Acquia’s platform and services

• Passion for problem solving, a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven

• Be an owner or stakeholder of a Customer Success Program work stream that has a high impact on our customers

• Understand customer goals and areas where they need your assistance to drive adoption and utilization

• Update and maintain the CRM database with the most relevant account and project/program details

• Document and maintain a mutual engagement success plan (where applicable) which outlines success outcomes for customers

• Must be able to proactively drive Acquia and Customers forward with minimal oversight

What you’ll need to be successful…

• 0-1 years working in account management, customer success management or an equivalent role for a technology company

• Project management and program management skills to hold you & others accountable

• Ability to align internal resources to meet customer requirements and deadlines

• Extremely organized, with effective time management

• Strong leadership, teamwork, & cross-group collaboration skills

• Ability to effectively communicate through all mediums (verbal, listening, written)

• Ability to perform and deliver in a fast paced environment

• Experience with Salesforce.com and other Customer Management tools (preferably Gainsight) - desired

We are an organization that embraces innovation and the potential of AI to enhance our processes and improve our work. We are always looking for individuals who are open to learning new technologies and collaborating with AI tools to achieve our goals.

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.