Senior Strategic Program Manager

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.
Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s top software companies by The Software Report. We are Acquia. We are a global company with employees located in more than 30 countries, and we’re building for the future. We want you to be a part of it!

Job Summary

As a Strategic Program Manager at Acquia, you will play a critical role in driving cross-functional initiatives aligned to strategic objectives, with a focus on enhancing customer success. You will work closely with leadership, product teams, customer success, sales, and operations to execute strategic programs that improve customer retention and drive adoption. This role may have a particular focus on the seamless integration of acquired people, products, and processes, should the opportunity arise. This role requires a strong mix of program management, stakeholder collaboration, and problem-solving skills in a fast-paced SaaS environment.

Key Responsibilities

Customer Success Strategy & Execution
Drive strategic initiatives that enhance customer experience, retention, and expansion.
Work with Customer Success, Product, and Sales teams to develop and implement scalable programs that improve onboarding, adoption, and customer outcomes.
Establish and track KPIs to measure program effectiveness, ensuring alignment with business objectives.
Identify and implement process improvements to enhance efficiency and customer satisfaction.
Cross-Functional Program Management
Lead high-impact, cross-functional initiatives from planning through execution, ensuring alignment across teams.
Collaborate with R&D, Customer Success, and Go to Market teams to deliver innovation, simplify the customer experience, increase customer value, and drive operational excellence.
Partner with Customer Delivery Operations team members to improve reporting, insights, and operational efficiency within Customer Success.
Acquisition Integration & Change Management
Manage and coordinate post-merger integration activities for acquired companies, ensuring seamless transitions for customers and internal teams.
Develop and execute integration plans, including customer communication, process alignment, and system consolidation.
Act as a key liaison between acquired company teams and internal stakeholders, driving alignment and execution.
Identify risks and proactively address challenges to ensure smooth integration.
Stakeholder Engagement & Communication
Serve as a bridge between leadership and execution teams, ensuring alignment on strategic priorities.
Communicate program updates, risks, and successes to executive stakeholders.
Develop and maintain documentation, playbooks, and best practices to support ongoing strategic initiatives.
Qualifications & Skills
5-10 years of experience in program management, customer success, or business operations within a SaaS company.
Proven track record of leading cross-functional programs and driving measurable impact.
Experience with mergers & acquisitions (M&A) integration, particularly customer-facing aspects.
Strong analytical and problem-solving skills with a data-driven mindset.
Excellent communication and stakeholder management skills, with the ability to influence and align teams.
Familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
Ability to thrive in a fast-paced, high-growth environment and manage multiple priorities effectively.
PMP, Lean Six Sigma, or similar certifications are a plus.

Strategic Program Manager 
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 the US, 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.
Summary:
Strategic Program Management Office plays a vital role in our continuous improvement journey by driving strategic initiatives and programs. We are looking for a dynamic Senior Program Manager to join this team to manage high-impact cross-organizational strategic programs and you will be reporting to the Vice President, Customer Delivery Operations
 
Responsibilities:
Manage full program life cycle with disciplined approach 
Involved in the development of the program business case
Identify key stakeholders, listen to their needs, and consult with critical stakeholders to gain trust and acceptance
Drive the program team to develop clear plan and deliverables and ensure programs are on time, on budget, and at required quality level
Responsible for risk, issue, and change control logs
Ensure all program documentation is updated and maintained to include program initiation documents, plans, risk and issue logs, change control documents, and any other relevant information for the program
Identify dependencies with other programs and manage those carefully
Communicate effectively with all executive sponsors and stakeholders across all the stages of the program life cycle
Manage program status reports and budgets

Key Skills and Attributes:
Bachelor's or Master's degree in Computer Science, Information Systems, Business Management or equivalent
Minimum 7 years of experience in IT/Software industry, including experience successfully managing complex, large-scale projects
Excellent written and verbal skills; demonstrated negotiation/influence skills, analytical skills, and leadership qualities
Excellent communication skills and the ability to communicate at all levels
Ability to work in a team and independently
Great Interpersonal relations
Go beyond their day-to-day work to assist customers in a positive manner. Take initiative to improve outcomes, processes, or measurements. 
Demonstrated ability to coordinate and lead cross-functional teams
Respond positively to opportunities to be involved in brainstorming and iterative work. Handle times of change in a way that drives innovation and iteration.
Outstanding grasp of Information Technology and Cloud concepts
Maintain a positive and constructive outlook, focus on driving results, finding solutions / breakthroughs to solve problems and challenges. Have a positive influence on peers.

 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.