Acquia is the open digital experience company. We provide the world's most ambitious brands with products built around Drupal to allow them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community and collaboration - giving our customers and partners the freedom to build tomorrow on their terms.
Headquartered in the U.S., we have been named one of North America's fastest growing software companies by Deloitte and Inc. Magazine, rated a leader by the analyst community, and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future and we want you to be a part of it!
As the Senior Customer Success Manager, you will...
Team with Acquia Account Management to maintain positive relationships with our Marketing and Drupal Cloud customers - have ownership of Customers' success with Acquia platform services; measured through renewal rate, NPS and other metrics that measure customer sentimentCreate prescriptive customer success plans that map to value realization and drive ongoing strategic recommendations leading to successful business outcomes for our customersDrive the risk mitigation strategy through efficient working cross functionally and ensuring accountability across multiple departments within AcquiaUpdate and maintain the CRM database with the most relevant account, relationship, and engagement detailsEngage in the day to day success management and risk mitigation of Acquia's customersWork directly with Sales, Account Management, Technical Support, Operations, Professional Services and Finance
You'll enjoy this role if you are/have
Ability to align internal resources to meet customer requirements and deadlinesStrong leadership, teamwork, & cross-group collaboration skillsAbility to effectively communicate through all mediums (verbal, listening, written)Extremely organized, with effective time management skillsAbility to perform and deliver in a fast paced environmentAble to proactively drive Acquia and Customers forward with minimal oversightPassion 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
BA or BS degree required5+ years working in customer success management, account management, business data analytics or an equivalent role for a technology companyStrong data analysis skills and experience working with customer data platforms, marketing and data technologiesFamiliarity with CRM, database marketing, digital customer experience and omni-channel brand marketing strategiesExperience with Salesforce.com and other CRM tools (preferably Gainsight)Ability to lead customers across geographies Shown proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer successShown success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities
Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.