Senior Customer Success Manager

A dobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.

We are hiring for a Senior Customer Success Manager to join our Digital Experience Cloud team. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities.

Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making the Marketer successful. We hire dynamic, passionate, and creative individuals who thrive in fast paced environments.

What You’ll Do:

• Accountable for Customer’s overall success with Adobe, including renewals, adoption of Adobe solutions, customer health and satisfaction.
• Act as a trusted Customer point of contact throughout the Customer’s lifecycle, define a measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Effectively network within accounts in order to achieve successful execution of the customer’s strategy and roadmap.
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively utilizing the customer engagement model to align, track and evolve customer business goals.
• Drive adoption of Adobe Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve.
• Foster innovation by sharing resources and new ways your customers can use Adobe solutions to advance their digital maturity.
• Identify customer risk, and work with the extended Adobe team to create and execute on “get well” plans.
• Be the voice of the customer internally at Adobe – sharing strategic use‑cases, process improvements and requests back into the internal ecosystem.
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success.

What you need to succeed:

• Bachelor’s Degree and/or relevant work experience.
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing.
• Passion for driving customer success and measurable outcomes.
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership.
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients.
• Ability to prioritize, multi‑task, and perform effectively under pressure.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Existing knowledge of software in the digital marketing and/or digital media space.
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners.
• Tried effectiveness at leading and facilitating executive meetings and workshops.
• Validated experience with account planning & customer success plans.
• Effective at leading executive C‑level discussions and presentations.
• Flexibility to travel (approx. 20%).

With Adobe’s rich heritage in content creation tools, Adobe is uniquely positioned to deliver an integrated workflow from content creation to monetization. Ultimately, designers, developers, marketers, advertisers, and publishers benefit from a streamlined workflow with analytics and optimization capabilities embedded into the creation tools, enabling the delivery of the right content to the right audience at the right time, regardless of the channel.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At Adobe, you will be…