Senior Customer Success Manager (CDP)

| Boston, MA +80 more | Remote
Sorry, this job was removed at 6:28 p.m. (CST) on Tuesday, October 26, 2021
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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!

As the Senior Customer Success Manager CDP, you will...

  • Team with Acquia Account Management to maintain positive relationships with our Marketing Cloud customers and have ownership of Customers’ success with Acquia platform services; measured through renewal rate, NPS and other metrics that measure customer sentiment
  • Create prescriptive customer success plans that map to value realization and drive ongoing strategic recommendations leading to successful business outcomes for our customers
  • Drive the risk mitigation strategy through efficient working cross functionally and ensuring accountability across multiple departments within Acquia
  • Update and maintain the CRM database with the most relevant account, relationship, and engagement details
  • Engage in the day to day success management and risk mitigation of Acquia’s customers
  • Work directly with Sales, Account Management, Technical Support, Operations, Professional Services and Finance
  • You’ll enjoy this role if you are/have…
  • Ability to align internal resources to meet customer requirements and deadlines
  • Strong leadership, teamwork, & cross-group collaboration skills
  • Ability to effectively communicate through all mediums (verbal, listening, written)
  • Extremely organized, with effective time management skills
  • Ability to perform and deliver in a fast paced environment
  • Able to proactively drive Acquia and Customers forward with minimal oversight
  • Passion for problem solving, a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven

What you’ll need to be successful…

  • BA or BS degree required
  • 5+ years working in customer success management, account management, business data analytics or an equivalent role for a technology company
  • Strong data analysis skills and experience working with customer data platforms, marketing and data technologies
  • Familiarity with CRM, database marketing, digital customer experience and omni-channel brand marketing strategies
  • Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success
  • Proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores and expansion opportunities
  • Experience with Salesforce.com and other CRM tools (preferably Gainsight)
  • Ability to lead customers across geographies 

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!

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

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

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, Mental Health Days, Ongoing support of work life blend, paid parental leave, and more!

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
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.
Diversity
Highly diverse management team
We've put significant focus on adding gender and racial diversity to leadership at all levels of the company including the BOD.
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
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.
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Some meals provided
Company-sponsored happy hours
Our happy hours look a little different post-pandemic, but we do things like virtual trivia and Zoom drink tutorials.
Pet friendly
Fitness stipend
We'll reimbursement employees $250 annually for our health & wellness benefit.
Home-office stipend for remote employees
Now that most of our employees are working from home, we provide $200/month to subsidize cell phone and internet costs.
Professional Development Benefits
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Customized development tracks

Additional Perks + Benefits

We're constantly taking feedback and adding to our list of perks depending on what is interesting/motivating to employees.

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