Manager, Customer Success Management - Programs
Manager, Customer Success Management -Programs
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!
We are seeking an energetic Manager, Customer Success Management -Programs who is passionate about delighting customers and is driven by delivering results. This role will be based in our Boston Headquarters. The successful candidate will be responsible for leading a team of Customer Success Managers and executing many critical programs that support customer retention and value realization.
Responsibilities:
- Help mentor 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 collaborates, executes well on projects, has fun, and is passionate about our customers.
- Leveraging your in-depth understanding of customer success to execute our customer success program strategy within your team
- Contribute to the overall vision and strategy of the Customer Success Management organization
- Collaborate with fellow Customer Success/Account Management leaders (and other business stakeholders) to design solutions that drive an optimal customer experience.
- Project manage/facilitate highly visible customer success programs providing executive and board consumable status and tracking of results
- Act as an internal advocate for our customers putting their best interests first
- Mentor your team to Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals
- Provide operational oversight of your team’s projects to deliver on targets and drive accountability inside and beyond your team to achieve quarterly critical metrics
Requirements:
- 3+ years of people management experience
- 5+ years of customer success experience preferably within a SaaS organisation
- Outstanding communication skills both with customers and within an organisation to executive and board level
- Proven project management skills and ability to execute projects efficiently and effectively
- Excellent problem solving ability and fierce dedication to meeting timelines
- Consistent track record of identifying customer needs and efficiently implementing long-term solutions
- Consistent track record of defining and executing against key performance indicators
- 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
- Comfortable being a hands-on contributor
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.