Customer Success Manager, Leader

| Greater Boston Area

Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.

Headquartered in the U.S., we have been named as one of North America’s fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been 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 of the web, and we want you to be a part of it.

We are seeking an energetic Customer Success Manager Team Lead to be based out of our Boston office. This person leads the strategy and execution for our customer success manager team to ensure the adoption, maturity, and growth of our customers across Acquia’s global customer base. This role focuses primarily on driving success within our enterprise customers. The focus of this role is to be a coach and strategic planner for a team of customer success managers (CSMs).

You will understand the senior customer success managers’ roles, processes, and paths to success and help define and implement this within Acquia. You will coach your team to understand customers’ success objectives and act as their trusted advisor in their use of the Acquia platform, ensuring they realize business value. You will meet and engage with our customers and establish relationships with key executives within our customer base. You will gather feedback and champion requests while working with internal teams to help align customer adoption, growth and advocacy with our product roadmap. You will ensure your team successfully drives forward Acquia’s key performance metrics. Additionally, you will work effectively and collaboratively with other managers and leaders across the organization to drive success for both customers and Acquia.


Responsibilities:

  • Coach, train and develop a team of customer success managers to ensure they can succeed
  • Build a team that wins, has fun, and lives the Acquia DNA
  • Develop & implement a customer success strategy
  • Prioritize where we invest our resources and efforts with customers
  • Drive the team towards key performance metrics
  • Monitor and identify adoption, maturity, growth and advocacy trends to inform customer and business strategy
  • Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals
  • Partner with the Sales organization to engage in pre-sales activities for high value opportunities
  • Contribute to the overall vision and strategy of the Account Management organization
  • Provide operational oversight of the business to deliver on targets and KPIs

Requirements:

  • 7+ years of customer success experience preferably within a SaaS organization
  • 4+ years of management experience preferably within a SaaS organization
  • Excellent communication skills both with customers and within an organization
  • Strong track record of identifying customer needs and successfully implementing long-term solutions
  • Strong track record of defining and executing against key performance indicators
  • Ability to build trust and rapport with a customer success team
  • Ability to challenge team members and be challenged to achieve team goals
  • Proactive interest to increase customer satisfaction and deepen customer relationships
  • Comfortable and willing to be a hands-on contributor, on-site with customers
  • Experience with enterprise SaaS vendors preferred

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.

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Location

Excellent, busy area close to Faneuil Hall with shopping and fun after-work options. Tons of varied and great lunch options - we have a great list!

An Insider's view of Acquia

What are some social events your company does?

The Boston office partnered with the Department of Children and Families to pair employees with the holiday wish lists of children in DCF care. In December, 2017, we helped fulfill the wishes of 200 children through gifts of toys and clothing.

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

I believe we will see even more significant technology-driven changes in our lives in the next decade or two . . . I am optimistic that the good in us will prevail and that we will achieve a more just society driven by technology. I am proud to be a part of the software industry which is a major factor in this technological advancement of humanity.

Radhika

Manager and Principal Software Engineer

How does the company support your career growth?

Our people are motivated by professional growth and development, and every day, there’s an opportunity to learn something new that can help you develop your career. We have a really strong peer-to-peer learning culture, and our internal mobility program encourages Acquians to explore new roles within the company.

Amy P.

Senior Director, Global Talent Development

What are Acquia Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Game Room
Stocked Kitchen

Additional Perks + Benefits

Work/life balance is important to us. Employees take time off when they need it, and come back to work feeling refreshed. We offer up to 13 weeks of maternity, six weeks of adoption leave paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, comfortable space, common areas, game rooms, and Mac computers.

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