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Customer Success Manager

Acquia, Sydney, New South Wales, Australia

THINK AHEAD.


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!

As the Customer Success Manager, you will...

  • Team with Acquia Account Management to nurture strong positive relationships with customers and ownership of customers’ success with Acquia platform services; measured through renewal rate, NPS and other metrics that measure customer sentiment
  • Create and drive risk mitigation plans that map to value realization and success outcomes for customers
  • Drive the risk mitigation strategy through effectively working cross functionally and ensuring accountability across multiple departments within Acquia
  • Update and maintain the CRM database with the most relevant account and relationship 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 time constrictions
  • Strong leadership, teamwork, & cross-group collaboration skills
  • Ability to effectively communicate through all mediums (verbal, listening, written)
  • Very organized, with effective time management skills
  • Ability to thrive 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 eloquent and credible, and metrics driven

What you’ll need to be successful…

  • 5+ years working in account management, customer success management or an equivalent role for a technology company.
  • Shown proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success
  • Shown 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)

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.

About Acquia

About us Who is Acquia? Acquia provides the leading cloud platform for building, delivering, and optimizing digital experiences. Global organizations use the Acquia Platform to create a single, powerful digital foundation for delivering world-class customer experiences. With the Acquia Platform, organizations can realize the vision of personalized, contextual, and real-time customer engagement for the right person, at the right time, on the right device. These experiences can be easily deployed and managed at scale, for one to thousands of sites, driving transformative business results at breakthrough speed. That’s why organizations who think ahead like Intuit, Warner Music Group and Stanford University trust Acquia. We provide unmatched expertise and a relentless commitment to your success.

Want to learn more about Acquia? Visit Acquia's website.