Expert Customer Success Manager - Job Description
Acquia Company Overview
Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out. Acquia is building for the future, and we want you to be a part of it!
Role Overview
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…
I. Specialized Value Realization & Consultancy
- Deep Product Knowledge & Guidance: Provide in-depth, product-specific advice and recommendations for Acquia solutions. This involves leveraging a deep understanding of the product's advanced capabilities, features, use cases, and future roadmap, all tailored to meet the specific needs of the customer.
- 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, ensuring strategies align precisely with the specialized needs and goals of the customer. Strategies include promotion of product adoption and usage, guiding customers through the execution of key use cases, demonstrating and leading customers to realize new benefits from the solutions.
- Value Enhancement & Feature Adoption: Proactively identify opportunities for customers to gain enhanced value. Guide customers in adopting new or underutilized platform features by showcasing high-impact use cases and measurable outcomes.
II. Customer Enablement & Thought Leadership
- Onboarding Specialist: Lead new customers through product-specific success plans focused on successful initial adoption, configuration, and launch.
- User Enablement: Create customer-facing, product-specific enablement designed to lead new customer product owners and users to confident, self-service adoption of implemented products, reducing reliance on 1:1 support.
- Industry Thought Leadership: Share industry best practices and trends relevant to the specialization, helping customers maintain a competitive advantage. Deliver thought leadership to 1:1 and 1:Many customer audiences (e.g., product-focused workshops, user group meetings, technical blog articles, specialized guides).
- Internal Product Enablement: Serve as the internal Subject Matter Expert (SME) for the wider Customer Success and Account Management teams, providing specialized training and guidance on complex product features, use cases, and competitive positioning.
III. Relationship Management & Risk Mitigation
- Risk Mitigation: 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.
- Product Advocacy: Serve as the expert voice of the customer (VoC) specifically for Product, Support, and Engineering teams, leveraging specialized customer insights to influence the product roadmap.
- Relationship Fostering: Focus on fostering deep, long-term, value-driven relationships with key or strategic technical and business contacts within the specialist niche.
- Team Collaboration: Team with Acquia Account Management and Strategic CSMs to maintain strong relationships with customers and ownership of customers’ success. Success is measured through renewal rate, NPS, and other metrics that measure customer sentiment.
- Facilitate Growth: Act as a partner to the Account Manager, identifying upsell, cross-sell, and expansion opportunities based on demonstrated customer value and roadmap alignment.
What you’ll need to be successful…
Experience & Expertise
- 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).
Skills & Attributes
- 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
We are an organization that embraces innovation and the potential of AI to enhance our processes and improve our work. We are always looking for individuals who are open to learning new technologies and collaborating with AI tools to achieve our goals.
Acquia is proud to provide best-in-class benefits to help our employees and their families maintain a healthy body and mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more!
Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.