Customer Success Manager

Remote, France

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Acquia, Inc.
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Posted 3 weeks ago

Acquia, is transforming the digital strategies of companies all over the world with our open cloud platform. We are passionate and relentlessly committed to helping our clients create digital experiences that are more relevant, personalized, and built for a fast-changing, always-connected, mobile-first world. Headquartered in Boston with our EMEA Head office in Reading, UK and further European offices in Paris, Munich and Ghent, we have been named as ​one of the world’s fastest growing software companies and have been​ rated a leader by the analyst community.

The Customer Success Manager will play a key role in developing & maintaining existing customer relationships while leading the customer to full adoption and absorption of our products.   The ideal candidate will have past experience working with large, complex organisations in the technology industry. This is a great opportunity to hit a hot market with best-of-breed open source technology and be an integral part of our Global Account Program. The role reports directly to the Renewal Manager, EMEA.   Responsibilities:
  • Maintain strong 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 a value realisation plan for customers..
  • Proactively identify account risks and drive mitigation strategy.
  • Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization.
  • Regularly meet with customers in person.
  • Identify new opportunities for customers to use Acquia products.
  • Work with Account Executives to support the sales process.
  • Coordinate with business users and procurement to ensure timely renewals.
  • Update and maintain Sales database with the most relevant account details.
  • Must be able to proactively drive accounts with minimal oversight.
  • Track record of exceeding quarterly and annual goals
  • Ownership of any investment cases to support the customer’s success.
  • 5+ years working in an account management, customer success management or equivalent role for a technology company.
  • Proven proficiency in customer retention, presentation skills, and ability to work independently to drive a virtual team to deliver customer success.
  • Ability to align internal resources to meet customer requirements and deadlines
  • Strong leadership, teamwork, & cross-group collaboration skills
  • Ability to effectively communicate through all mediums (verbal, listening, written)
  • Proven track record of sustaining & growing complex relationships including contract management
  • Extremely organized, with effective time management skills
  • Ability to perform and deliver in a fast paced environment
  • Experience with and other CRM tools
  • This position is designed for an experienced Customer Success Manager who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.
  • A high level of intensity to work with an experienced, motivated leadership team focused on creating a significantly sized company in a short timeframe.
  • A passion for excellence including an innate desire to build a metric driven business
  • Coachable.
  • Excellent thought leadership traits with the ability to successfully drive fundamental changes in web strategies.
  • Strong analytical and writing abilities.
  • Exceptional presentation skills.
  • Strong work ethic.
  • Entrepreneurial spirit/mindset, flexibility toward dynamic change.


Job tags: Account Management CRM Customer success Entrepreneurial Mobile Open Source Salesforce