Senior Manager, Customer Success Management at Mainstay

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Acquia empowers the world’s 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, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and 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, and named a top place to work by the Boston Globe and 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 Senior Manager, Customer Success Management 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 report to the VP of Account and Customer Success Management and will be responsible for leading a team of seasoned Customer Success Managers who are pioneering a positive customer experience and ensuring our clients realize value from their investment.

Responsibilities:
  • Drive customer retention best practices activities within your team and territory
  • Be a change agent and participate in creating programs and processes that keep our success offerings cutting edge
  • Coach and mentor a team of customer success managers on business value discussions, influencing customer advocacy within our community, finding expansion opportunities and driving customer retention
  • Be a point of escalation for customer matters and resource for problem resolution
  • Leveraging your in-depth understanding of customer success to maintain a high retention rate each quarter and execute against our plan for maintaining an exceptional retention rate within your team/territory
  • Collaborate with fellow leaders and other business stakeholders to design solutions that drive an optimal customer experience.
  • Occasionally 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
Requirements:
  • 5+ years of people management experience
  • 5+ years of customer success experience preferably within a SaaS organization
  • Experience engaging and building rapport with C level contacts 
  • Outstanding communication skills both with customers and within an organization to executive and board level
  • Proven value realization skills and ability to execute against retention metrics
  • 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 proud to provide best-in-class benefits offerings to our employees and their families in maintaining both a healthy body and a healthy mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, 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.

Interested residents of Colorado may contact [email protected] as it relates to regulation C.R.S. § 8-5-201. Information regarding benefits are linked here.

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Technology we use

  • Engineering
    • PythonLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases

What are Mainstay Perks + Benefits

Mainstay Benefits Overview

We have a great, comprehensive healthcare package, Flexible Time Off, paid parental leave, and more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
AdmitHub's 401(k) retirement plan contributes 3% of an employee's annual base salary, regardless of whether they make an contribution or not, with no vesting period for the contribution.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 10 weeks of parental leave for the primary caretaker and 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Our remote work program includes the opportunity for employees to be full-time remote for specific positions, and all employees are encouraged to work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
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