Customer Success Manager

About Acquia

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 Boston, MA, Acquia is a Great Place to Work-CertifiedTM company, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it!

Career Exploration at Acquia

Our recruitment process is designed to empower you in making the most informed decisions. Acquia is committed to providing an inclusive, transparent, efficient, and educational interview experience that cultivates exploration into career opportunities at Acquia

You will discover the opportunity to grow your career here and learn from a global team that empowers you to exceed boundaries and achieve the extraordinary.

As the Customer Success Manager, you will...

• Team with Acquia Account Management to maintain strong relationships with customers and ownership of customers’ success with Acquia DAM (Widen) and other Acquia platform services; measured through renewal rate, NPS and other metrics that measure customer sentiment

• Create and drive product adoption and risk mitigation plans that map to value realization and success outcomes for customers

• Drive the risk mitigation strategy through effectively working cross functionally and ensuring accountability across multiple departments within Acquia

• Update and maintain the CRM database with the most relevant account and relationship details

• Engage in the day to day success management and risk mitigation of Acquia’s customers

• Work directly with Sales, Account Management, Technical Support, Operations, Professional Services and Finance

You’ll enjoy this role if you are/have…

• Passion for building relationships

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

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

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

• Very organized, with effective time management skills

• Ability to perform and deliver in a fast paced environment

• Able to proactively drive Acquia and Customers forward with minimal oversight

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

What you’ll need to be successful…

• Experience working with a DAM (digital asset management) solution, Acquia DAM (Widen) exposure would be ideal

• 2-3 years of professional experience (E.g. product adoption, change management, account management, customer success management or a DAM focused role for a technology company)

• Shown proficiency in relationship building, customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success

• Shown success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities

• Experience with creative or enterprise technology (e.g. Asana, Salesforce, Gainsight) preferred

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.

Acquia is proud to provide best-in-class benefits to help our employees and their families maintain a healthy body and mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more!

The annual base salary for this full-time position is $65,000 - $75,000. This role is also eligible for additional variable compensation. Final compensation will be commensurate with your experience and will be determined by a variety of factors, including city of residence, relevant skillset, and job-related knowledge.

Acquia is an equal opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veterans status or any other protected status or characteristic under federal, state or local law unrelated to the ability to perform the job.

Interested residents of Colorado may contact [email protected] as it relates to regulation C.R.S. § 8-5-201. Information regarding benefits are linked here.