Customer Success Advisor

• Duration: 11/09/2026 - 05/07/2027 (Contract)
• Team:
  Customer Success Advisor
• Location:
  
  Fully Remote
• Duration: 11/09/2026 - 05/07/2027 (Contract)
• Team:
  Customer Success Advisor

• The Customer Success Advisor (CSA) drives customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers.
• Blends customer success advisory, value measurement, stakeholder engagement, and account stewardship to accelerate customer maturity and identify opportunities that support retention and expansion.
• Performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements to demonstrate measurable value throughout the engagement lifecycle.

• Client Relationship Leadership:
  Conduct proactive customer outreach using the CSA digital engagement model and health-based criteria.
• Understand customer business objectives, success criteria, and value realization opportunities.
• Build relationships with key operational stakeholders and monitor account sentiment, adoption, and health.
• Respond promptly to reactive customer inquiries and coordinate resources as needed.

• Translate client goals into Value Realization Programs with metrics and milestones.
• Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
• Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
• Develop use cases to address customer needs and identify attrition risks, opportunities, and value gaps early.

• Surface early-stage solution upsell opportunities and provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem.
• Deploy digital programs such as thought leadership, events, and training; contribute insights to Strategic Business Reviews and share adoption scores and next best actions.

• Communicate effectively across business, technical, and executive audiences; engage sponsors and stakeholders to reinforce adoption strategies.
• Provide structured meeting documentation and value updates; maintain Account & Solution Health summaries and planning in systems.
• Problem Solving & Customer Advocacy:
  Troubleshoot adoption and measurement challenges; monitor and elevate technical issues; activate CERT for major escalations.
• Intervene early to prevent attrition risk and develop save plans.

• Bachelor's Degree.
• 6-8 years of Customer Success, Account Management, or consulting experience.
• Experience with value realization, ROI, and success metrics.
• Ability to translate data into insights and facilitate workshops.
• Experience with customer success tools such as Gainsight.
• Strong communication and analytical skills.
• Understanding of change management.
• Familiarity with Adobe Experience Cloud or similar platforms.

• Pay Rate: $65.00/hour

Requisition :