Senior Customer Success Manager

The Challenge

As a Senior Customer Success Manager on our Digital Experience Cloud team you will work with our customers to build positive relationships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. You can expect to work closely with Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities.

• Accountable for Customer’s overall success with Adobe, including renewals, adoption of Adobe solutions, customer health, and happiness.
• Serve as a reliable Customer point of contact during the Customer’s lifecycle.
• Build a success plan that is measurable and has clear outcomes.
• Effectively network within accounts in order to achieve successful execution of the client’s strategy and roadmap.
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.
• Drive increased use 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 extended Adobe team to build and complete “get well” plans.
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers success.

• 10+ years of Customer Success experience in Software as a Service, Digital Marketing.
• Proven agency account management experience, leading complex, high-value client relationships across multiple business units or regions.
• 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 digital marketing and/or digital media space.
• Demonstrated ability to align cross-functional teams around client objectives, ensuring consistent quality and delivery across all work streams.
• Effective at leading executive C-level discussions, presentations, meetings and workshops.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic.

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