Customer Success Manager [Fixed Term - 1 Year]

As the Customer Success Manager at Acquia, you will be responsible for maintaining strong relationships with customers and ensuring their success with Acquia DAM and other platform services. Your main focus will be on driving product adoption and mitigating risks for customers, while also working cross-functionally to ensure accountability and update the CRM database. This role requires strong relationship-building skills, effective communication, and the ability to work in a fast-paced environment. If you have a passion for building relationships, problem-solving, and driving customer success, this role is for you.

• Team with Acquia Account Management to maintain strong relationships with customers and ownership of customers’ success with Acquia DAM (Widen) and other Acquia platform services; measured through renewal rate, NPS and other metrics that measure customer sentiment
• Create and drive product adoption and 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

• Maintain strong relationships with customers and ensure their success with Acquia DAM and other platform services
• Drive product adoption and create risk mitigation plans for customers
• Work cross-functionally to mitigate risks and ensure accountability across departments
• Update and maintain CRM database with relevant account and relationship details
• Engage in day-to-day success management and risk mitigation for customers
• Collaborate with Sales, Account Management, Technical Support, Operations, Professional Services, and Finance teams
• Passion for building relationships
• Ability to align internal resources to meet customer requirements and deadlines
• Strong leadership, teamwork, and cross-group collaboration skills
• Effective communication skills (verbal, listening, written)
• Organized with effective time management skills
• Ability to perform in a fast-paced environment
• Proactive and able to drive Acquia and customers forward with minimal oversight
• Passion for problem-solving and high attention to detail
• Strives for customer success and satisfaction

• Strong leadership, teamwork, and cross-group collaboration skills
• Effective communication through all mediums (verbal, listening, written)
• Very organized with effective time management skills
• Ability to perform and deliver in a fast-paced environment
• Proactive driving of Acquia and Customers forward with minimal oversight
• Passion for problem-solving and high attention to detail
• Strives for customer success and satisfaction
• Articulate and credible
• Metrics driven
• Experience working with a DAM (digital asset management) solution
• 3+ years of professional experience in product adoption, change management, account management, customer success management, or a DAM focused role for a technology company
• Proficiency in relationship building, customer retention, presentation skills
• Ability to work independently and drive a virtual team to deliver customer success
• Success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores, and expansion opportunities
• Experience with creative or enterprise technology preferred
• Equal opportunity employer