Senior Customer Success Manager (CDP) at Mainstay

| Boston, MA | Remote
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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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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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