Customer Success Manager - Remote

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.

In Short

• Acquia is looking for a Customer Success Manager to join their Global Customer Success team.
• The role involves delivering a world-class success experience for customers.
• Interaction with diverse cultures and well-known customer names across many countries.
• Passion for customer success is essential.
• Requirements include 2+ years of service experience and knowledge of web development.
• Strong communication and organizational skills are necessary.
• Experience with customer support systems like Intercom or Zendesk is a plus.
• Collaboration with internal teams to meet customer expectations.
• Identify upsell opportunities to expand customer value.
• Embrace innovation and AI in enhancing customer experiences.

Requirements

• 2+ years of service experience.
• Knowledge or interest in web development (HTML and Accessibility is a plus).
• Strong written and verbal communication skills.
• Strong work ethic and desire to learn.
• Working knowledge of Intercom, Zendesk, or equivalent customer support system.
• Working knowledge of Google Suite.

Benefits

• Act as an ambassador for customers during onboarding.
• Educate clients on product information and developments.
• Ensure customer expectations are met and exceeded.
• Check in with clients regularly for support.
• Respond to customer support issues in a timely manner.
• Identify upsell opportunities to generate more revenue.