Customer Success Project Manager

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 America’s 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.

Who are we?

Department: Customer Success Automation, Communication & Innovation 

Acquia, one of the fastest-growing tech companies in helping companies build and support innovative digital experiences, is looking for talented, cloud-savvy professionals to join our global support team. 

What does a Customer Success Project Manager do?

A Customer Success Project Manager: 

• Works with an ambitious team of project and program managers to organize all customer-facing change management for a global open-source platform that appeals to developers and Fortune 500 companies alike 
• Provides hands-on cross-functional project management for:
• ongoing migrations across a global platform and SaaS+ product line
• customer-impacting security vulnerability remediation 
• Drafts customer-facing and internal team enablement with feedback from stakeholders
• Creates and refines process and procedure documentation for all projects
• This includes: project plans, knowledge base articles, communications drafts, talking points presentations for teams, Support response macros, and other communications as needed
• Provides data analysis of customer base to determine best approaches to migration and product release efforts
• Assists with ticket monitoring of notification queue to provide timely customer responses for large projects

Requirements:

• A passion for the web, open-source, and for helping others.
• Superb communications skills.
• Love for writing and editing to a variety of audiences.
• High attention to detail.
• Evidence of a curious mind.

Bonus Points:

• Experience writing for a variety of audiences; demonstrated capacity for flexible tone and style.
• A familiarity with LAMP stack technology is a plus.
• Scheduling experience a plus.
• Bachelor's degree in the humanities or equivalent preferred.

Benefits:
Why Acquia Operations?

• Guiding technical communications on a global scale. We operate in a cloud-based environment using a complex array of open-source technologies. If you enjoy working in collaboration with others to produce coherent communications in a fast-paced environment as part of a world-class customer success team, this is the job for you.
• A strong focus on work/life balance. When we say we want you to have a life outside the office, we mean it. Flexible hours and a liberal vacation policy lead to role where you can have a life, not just a job you can live with.
• A genuinely fun and caring place to work. We're a tight-knit team with a lot of energy and opportunities abound to work collaboratively with others, both in Support Innovations and across Acquia as a whole to improve our offerings and customer experiences.

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.