About Company
Acquia is the open digital experience company, empowering the world’s most ambitious brands to create customer moments that matter. With Acquia, organizations can build, manage, and deliver amazing digital experiences at scale. Global 2000 companies, government agencies, and organizations across industries rely on Acquia to transform their digital strategies. We believe in open source, open minds, and a collaborative spirit that drives innovation. Acquia is a company built on a foundation of diverse talent, global reach, and a commitment to helping our customers succeed in an ever-evolving digital landscape. Join our team and be part of a company that values innovation, customer-centricity, and empowering individuals to do their best work, no matter where they are located. We foster a remote-first culture that embraces flexibility and supports our employees in achieving their professional and personal goals.
Job Description
Are you a customer champion with a passion for driving value and fostering long-term relationships? Acquia is seeking a dedicated and proactive Remote Customer Success Manager to join our dynamic team. In this pivotal role, you will be the trusted advisor and strategic partner for a portfolio of Acquia’s valued customers, primarily focusing on mid-market and strategic accounts. You will be instrumental in ensuring our customers achieve their desired business outcomes through the successful adoption and optimization of Acquia’s cutting-edge Digital Experience Platform (DXP) solutions. This remote position offers the flexibility to work from your home office in Walnut Beach, Milford, or anywhere within the US, while collaborating with a globally distributed team. You will leverage your expertise in digital strategy, project management, and relationship building to guide customers through their entire lifecycle, from onboarding to renewal and expansion. This is more than just support; it’s about proactively identifying opportunities, mitigating risks, and acting as an internal advocate for your customers to ensure their voices are heard and their needs are met. If you thrive in a fast-paced environment, possess exceptional communication skills, and are driven by customer satisfaction, we encourage you to apply and help shape the future of digital experiences with Acquia.
Key Responsibilities
- Manage a portfolio of customer accounts, building strong, long-lasting relationships with key stakeholders.
- Develop a deep understanding of customer business objectives and pain points to proactively identify how Acquia's solutions can deliver maximum value.
- Drive customer adoption and utilization of Acquia products and services, ensuring successful implementation and feature consumption.
- Conduct regular business reviews (EBRs/QBRs) to monitor progress, review performance, and align on strategic initiatives.
- Act as the primary point of contact for customer inquiries, escalating issues to appropriate internal teams and ensuring timely resolution.
- Identify opportunities for account growth and expansion, collaborating with sales teams to drive renewals and upsells.
- Monitor customer health metrics, identify at-risk accounts, and develop proactive engagement plans to mitigate churn.
- Serve as a customer advocate internally, communicating customer feedback and needs to product, engineering, and support teams.
- Stay current with Acquia's product roadmap, industry trends, and competitive landscape, continuously enhancing your expertise.
- Contribute to the development and refinement of Customer Success best practices and playbooks, fostering a culture of continuous improvement.
Required Skills
- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS or DXP environment.
- Proven track record of managing customer relationships and driving product adoption and value.
- Strong understanding of digital marketing, web content management, or digital experience platforms.
- Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts to non-technical audiences.
- Demonstrated ability to influence stakeholders at all levels, both internally and externally.
- Proactive problem-solver with a strong ability to manage multiple priorities and deadlines effectively.
- Experience with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).
- Ability to work effectively and collaboratively in a remote, distributed team environment.
Preferred Qualifications
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
- Experience with open-source technologies, particularly Drupal.
- Familiarity with cloud platforms (AWS, Azure, GCP).
- Certification in Customer Success methodologies (e.g., CSMP).
- Experience working with enterprise-level clients or strategic accounts.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including vacation, sick leave, and flexible holidays.
- 401(k) plan with company matching contributions.
- Remote-first work environment with opportunities for professional development and continuous learning.
- Support for home office setup and monthly internet allowance.
- Employee assistance program and comprehensive wellness initiatives.
- Collaborative and inclusive company culture with regular virtual team events and engagement activities.
How to Apply
Ready to join a team that’s passionate about customer success and digital innovation? Click the application link below to submit your resume and cover letter. Tell us why you’re the perfect fit for this remote Customer Success Manager role and how your experience aligns with Acquia’s mission to power the world’s best digital experiences. We look forward to reviewing your application!