Customer Success Manager; AEP & AEM

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Adobe's EMEA Field Engineering (FE) team delivers Success Accelerators directly to enterprise customers as part of the Ultimate Success subscription offering. These are structured advisory engagements covering Technical Readiness, Strategic Readiness, and Adoption & Enablement across the full Adobe CX Enterprise portfolio.

The purpose of this specification is to define the partner resource profile required to provide additional Field Engineering capacity in EMEA, ensuring that Accelerator delivery commitments to Ultimate Success customers are met in full.

These resources will operate as customer-facing representatives under Adobe's brand, quality standards, and operating model. They will interact directly with customer teams, represent Adobe's advisory standard, and deliver within established FE frameworks and accelerator playbooks.

Ultimate Success is Adobe's premium customer success subscription, designed to help enterprise customers accelerate value realization from their Adobe CX Enterprise investment. It provides access to a named Customer Success Manager (CSM) and Technical Account Manager (TAM), together with a pooled team of Field Engineers who deliver technical and strategic advisory engagements on demand. The CSM owns the customer relationship and drives the overall success plan;
Field Engineers are requested by the CSMs or TAMs to deliver specific Accelerators that address technical readiness, adoption, or strategic priorities identified within that plan.

The successful candidate will deliver Success Accelerators to Adobe Ultimate Success customers, operating within Adobe's Field Engineering team. Accelerators are structured advisory engagements scoped to address a defined business or technical challenge. They are capped at 40 hours of effort and are designed to deliver a clear, documented outcome within a short timeframe, typically four to six weeks from kick‑off to final output.

Delivery follows Adobe's established accelerator methodology and is tracked and quality‑assured through Adobe's internal systems.

• Technical Readiness:
  Solution Optimization Reviews, Go-Live Readiness, Implementation Readiness, Upgrade and Migration Readiness, Solution Troubleshooting
• Adoption and Enablement:
  Use Case Mapping to Solution Capability, Tool Workflow and Governance Optimization, Value Measurement Frameworks
• Strategic Readiness: AI and Agentic Readiness, Content Supply Chain Readiness, Digital Strategy and Roadmaps

Each engagement requires the resource to conduct a structured discovery with the customer; produce a written output following defined delivery methodologies, templates, or delivery toolsets (assessment, roadmap, or recommendation document) to Adobe's quality standard; present findings to customer stakeholders; capture and document an Impact Summary, and hand off clearly to the assigned customer success team.

Two specialization tracks are required. Requests will specify which track is needed at point of engagement.

This track is representing approximately two thirds of the backfill requirement.

Relevant solutions:
Adobe Experience Platform, Real-Time Customer Data Platform (RTCDP), Adobe Journey Optimizer (AJO B2C and B2B), Customer Journey Analytics (CJA).

The resource must demonstrate hands‑on delivery experience across at least two of the…