Senior Customer Success Manager

Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Senior Customer Success Manager, to join our Adobe Experience Cloud team. To seize the significant opportunities ahead, Adobe Customer Success must lead the post-sales customer experience by showcasing opportunities for solution adoption and consistently delivering value for our customers at every interaction. In this industry-specialized capacity, you will serve as a trusted resource dedicated to assisting your accounts in achieving their goals for large-scale personalization and digital transformation by unifying various perspectives within Adobe for a cohesive strategy and measuring the impact throughout the process. Industry CSMs provide an exceptional experience for Adobe’s top customers by planning strategy, identifying use cases for deeper adoption, providing advocacy, and realizing value along the way. We seek dynamic, diligent, and creative individuals, skilled in storytelling and thriving in fast-paced environments.

The Senior Customer Success Manager will lead the charge in creating mutual success plans, engagement strategies, and frameworks for measurable outcomes, ensuring our customers thrive. With your dynamic executive presence and in-depth digital marketing expertise, you'll highlight business trends and key in on metrics to drive unparalleled customer experiences. This is your opportunity to be at the forefront of innovation, guiding our customers to new heights in their digital journey!

• Accountability for the overall success of the customer with Adobe, including vision planning, customer health, multi-solution adoption, and measurable impact from an industry specialization perspective.
• Serving as the central point of contact throughout the customer's lifecycle, defining measurable success plans with clear outcomes, and ensuring cohesive communication across internal and customer audiences at all levels.
• Networking within accounts to ensure the successful execution of the customer’s strategy and roadmap.
• Delivering an exceptional customer experience via proactive communication, coordinating the appropriate internal resources, and using the customer engagement model to align, track, and advance customer business goals.
• Use data to drive Adobe product adoption and track progress from start to transformation.
• Championing innovation by sharing industry trends and new methods your customers can use Adobe solutions to enhance their digital maturity.
• Identifying customer risks and collaborating with the extended Adobe team to devise and implement “get well” plans.

• Bachelor’s Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing with an amphasis on B2B customers and use cases
• Dedicated to achieving customer success outcomes by guiding customers in delivering business value
• Strong communication skills, with the ability to mediate conflict and build partnerships
• Strong consulting skills
• Ability to prioritize, multi-task, and perform in a fast-paced environment
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 30%)

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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