Acquia empowers the worlds 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, & IT operations teams at thousands of global organizations to rapidly compose & deploy digital products & services that engage customers, enhance conversions, & help businesses stand out.

Headquartered in the U.S., Acquia has been named a top software company by The Software Report, rated a leader by the analyst community, & named a top place to work by the Boston Globe & the Boston Business Journal. We are Acquia. We are building for the future & we want you to be a part of it!

As the Customer Success Manager, you will...

• Team with Acquia Account Management to maintain strong relationships with customers & ownership of customers success with Acquia platform services; measured through renewal rate, NPS & other metrics that measure customer sentiment
• Create & drive risk mitigation plans that map to value realization & success outcomes for customers
• Drive the risk mitigation strategy through effectively working cross functionally & ensuring accountability across multiple departments within Acquia
• Update & maintain the CRM database with the most relevant account & relationship details
• Engage in the day to day success management & risk mitigation of Acquias customers
• Work directly with Sales, Account Management, Technical Support, Operations, Professional Services & Finance

Youll enjoy this role if you are/have

• Ability to align internal resources to meet customer requirements & 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 & deliver in a fast paced environment
• Able to proactively drive Acquia & Customers forward with minimal oversight
• Passion for problem solving, a high attention to detail, strives for customer success & satisfaction, is articulate & credible, & metrics driven

What youll need to be successful

• 5+ years working in account management, customer success management or an equivalent role for a technology company.
• Shown proficiency in customer retention, presentation skills, & 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 & expansion opportunities
• Experience with Salesforce.com & other CRM tools (preferably Gainsight)

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

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.

Interested residents of Colorado may contact NA-recruiting@acquia.com as it relates to regulation C.R.S. 8-5-201. Information regarding benefits are linked here.