: Senior Director, Account Management
53 State St Exchange Place
Boston, MA 02109

Employee Testimonials

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Director, Customer Success Management

Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.

Headquartered in the U.S., we have been named as one of North Americas fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been 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 of the web, and we want you to be a part of it.

We are seeking an energetic Director, Customer Success Management to be based out of our Boston office. This person leads the strategy and execution for our customer success manager team to ensure the adoption, maturity, and growth of our customers across Acquias global customer base. This role focuses primarily on driving success within our enterprise customers. Central to this role is to be a coach and strategic planner for a team of customer success managers (CSMs) and their leaders.

You will understand the customer success managers roles, processes, and paths to success and help define and implement this within Acquia. You will coach your team to understand customers success objectives and act as their trusted advisor in their use of the Acquia platform, ensuring they realize business value. You will meet and engage with our customers and establish relationships with key executives within our customer base. Internally, you will engage with all customer facing functions to drive excellence in serving our customers, driving them to higher and higher levels of adoption of Acquias solutions.You will ensure your team successfully drives forward Acquias key performance metrics.

Responsibilities:

  • Coach, train and develop a team of customer success managers to ensure they can succeed

  • Build a team that wins, has fun, and lives the Acquia DNA

  • Develop & implement a customer success strategy

  • Prioritize where we invest our resources and efforts with customers

  • Drive the team towards key performance metrics

  • Monitor and identify adoption, maturity, growth and advocacy trends to inform customer and business strategy

  • Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals

  • Partner with the Sales organization to engage in pre-sales activities for high value opportunities

  • Contribute to the overall vision and strategy of the Account Management organization

  • Functionally lead the Customer Success Manager role globally.

  • Provide operational oversight of the business to deliver on targets and KPIs

Requirements:

  • 7+ years of customer success experience preferably within a SaaS organization

  • 5+ years of leadership experience preferably within a SaaS organization

  • Excellent communication skills both with customers and within an organization

    • Ability to define, drive, execute initiatives based on assigned outcomes and report progress at C-level

  • Strong track record of

  • leading teams of individual contributors and their leaders.

  • identifying customer needs and successfully implementing long-term solutions

  • defining and executing against key performance indicators

  • Ability to build trust and rapport with a customer success team

  • Ability to challenge team members and be challenged to achieve team goals

  • Proactive interest to increase customer satisfaction and deepen customer relationships

  • Comfortable and willing to be a hands-on contributor, on-site with customers

  • Experience with enterprise SaaS vendors and international operation preferred

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.

Full-time

Employee Testimonials

Charley
Vice President, Products

My team is able to influence the direction of Acquia by how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Anne
Vice President, Human Resources & Total Rewards

Our rewards program drives peer recognition for great work, helping teams build connections by celebrating our peers’ contributions on a companywide forum augmented with micro-bonuses, which increase motivation, productivity, and engagement.

Brian
Manager, User Experience Research

The trick to empowering creativity from my team is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Amy P.
Senior Director, Global Talent Development

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Rok
Senior Director, Engineering

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Sym
Manager, UX

I love being part of Acquia's collaborative and creative design team. Our work is so dynamic: from partnering with our research team . . . to working with our engineers to implement our designs . . . it's a truly rewarding experience . . . 

Paul
Director, Business Development

Acquia is a great place to work. The vision, culture, leadership, product and career development are excellent. The collaboration between all departments and how we work together is special and a testament to the great culture that has been built.

Amy H.
Senior Talent Operations Partner

One of my favorite parts of Acquia is partnering with different volunteer organizations. For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!