Manager, Customer Success Management

| Greater Boston Area
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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 build 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, named one of the Best Places to Work in India by Great Place to Work. We are Acquia. We are building for the future and we want you to be a part of it!

We are seeking an energetic Manager of Customer Success to be based out of our Boston office. This person owns the strategy and execution for our CSM team to ensure the adoption, maturity, and growth of Acquia’s global customer base. This role focuses primarily on driving success within our enterprise customers.

You will understand the CSMs’ roles, processes, and paths to success and help define and implement this within Acquia. You will mentor 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 efficiently drives forward Acquia’s key performance metrics. Additionally, you will work collaboratively with other managers and leaders across the organization to drive success for both customers and Acquia.

Responsibilities:
  • Mentor and manage a team of customer success managers to proactively engage with customers to provide business value and influence customer advocacy, growth and retention
  • Establish a team that wins, has fun, and lives the Acquia DNA
  • Execute our customer success strategy within your team
  • Act as an internal advocate for our customers putting their best interests first
  • Prioritize where we invest our resources and efforts with customers
  • Supervise and identify adoption, maturity, growth and advocacy trends to advise 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 Account Management leadership to ensure individuals have the appropriate support and oversight to successfully engage with our customers
  • Supply to the overall vision and strategy of the Customer Success Management organization
  • Provide operational oversight of the business to deliver on targets and drive your team towards achieving quarterly critical metrics
Requirements:
  • 5+ years of customer success experience preferably within a SaaS organization
  • 2+ years experience leading a robust team
  • Outstanding communication skills both with customers and within an organization
  • Consistent track record of identifying customer needs and efficiently implementing long-term solutions
  • Consistent track record of defining and executing against key performance indicators
  • History of achieving personal and team goals
  • Excellent people management skills; high empathy and consideration for team morale and individual career progression
  • Proven proficiency in running metrics-driven and process-oriented teams
  • Ability to challenge team members and be challenged to achieve team goals
  • A customer first attitude and approach to all interactions both internal and external
  • Proactive interest to increase customer satisfaction and deepen customer relationships
  • Comfortable being a hands-on contributor, on-site with customers
  • Experience with enterprise SaaS vendors preferred
  • Strong multi-task leadership skills across a varied set of responsibilities, in a fast-paced environment

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • DrupalCMS

Location

Acquia is in the Financial District near Faneuil Hall and Post Office Square with tons of great restaurants and fun after-work venues to choose from!

An Insider's view of Acquia

What are some social events your company does?

For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Rok

Senior Director, Engineering

How does the company support your career growth?

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Amy P.

Senior Director, Global Talent Development

How do you empower your team to be more creative?

The trick to empowering creativity is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Brian

Manager, User Experience Research

How do your team's ideas influence the company's direction?

We are able to influence how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Charley D.

Vice President, Products

What are Acquia Perks + Benefits

Acquia Benefits Overview

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 and six weeks of paternity, partner and adoption leave, all paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, common areas, a game room, Friday afternoon Happy Hour, and Mac computers.

Culture
Volunteer in local community
In Boston, Acquia has partnered with Cradles to Crayons, Pine Street Inn, Wonderfund, TUGG (Tech Gives Back), Bow Market, Horizons for Homeless Children, and the Maurice J. Tobin School in Roxbury.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
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