[Hiring] Customer Success Manager @Acquia

Role Description

The Expert Customer Success Manager is a subject matter expert focusing on one or more products from Acquia’s Digital Experience Technology portfolio. You will function as the authoritative product resource, ensuring customers realize the maximum value from their investment. This role requires the ability to manage a portfolio of customers.

Leveraging product knowledge and customer understanding, the Expert CSM will drive adoption, share industry knowledge, best practices and personalized recommendations to ensure customers maximize value from their investment and partnership with Acquia.

As the Expert Customer Success Manager, you will provide:

• Specialized Value Realization & Consultancy
  • Deep Product Knowledge & Guidance: Provide in-depth, product-specific advice and recommendations for Acquia solutions.
  • Outcome-Driven Value Definition: Define expected business value, establishing clear, measurable KPIs and metrics for realization in collaboration with customer stakeholders.
  • Tailored Success Strategies: Develop customized success plans built around defined value targets.
  • Value Enhancement & Feature Adoption: Proactively identify opportunities for customers to gain enhanced value.
• Customer Enablement & Thought Leadership
  • Onboarding Specialist: Lead new customers through product-specific success plans.
  • User Enablement: Create customer-facing, product-specific enablement designed to lead new customer product owners and users to confident, self-service adoption.
  • Industry Thought Leadership: Share industry best practices and trends relevant to the specialization.
  • Internal Product Enablement: Serve as the internal Subject Matter Expert (SME) for the wider Customer Success and Account Management teams.
• Relationship Management & Risk Mitigation
  • Risk Mitigation: Create and drive product adoption and risk mitigation plans.
  • Product Advocacy: Serve as the expert voice of the customer (VoC) for Product, Support, and Engineering teams.
  • Relationship Fostering: Focus on fostering deep, long-term, value-driven relationships.
  • Team Collaboration: Team with Acquia Account Management and Strategic CSMs.
  • Facilitate Growth: Act as a partner to the Account Manager, identifying upsell, cross-sell, and expansion opportunities.

Qualifications

• 5+ years in customer success, account management, client services or consulting; experience working at a SaaS and or PaaS-based marketing company or digital agency.
• Demonstrable Deep Expertise in relevant digital experience technology domain (e.g., CDP, DAM, or CMS).
• Experience with [Acquia Product] a plus.
• Demonstrated 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).

Requirements

• Exceptional ability to communicate technical and specialized concepts to both technical practitioners and business decision-makers.
• Highly consultative approach, capable of acting as a trusted advisor to customers’ practitioners.
• Excellent presentation skills, proven experience creating and delivering solution enablement content, presentations, or workshops for external audiences.
• Strong aptitude for translating technical product features into measurable business value and ROI.
• Self-directed and highly organized, able to manage complex success plans across a specialized portfolio.
• Passion for problem solving, a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.
• Project management and program management skills to hold you & others accountable.

Benefits

• Competitive healthcare coverage.
• Wellness programs.
• Take it when you need it time off.
• Parental leave.
• Recognition programs.
• And much more!