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!

The Challenge:

Adobe 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. Partner with clients to build relationships, promote products, and ensure value from investments. 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 dependable Customer contact, build a clear success plan, and ensure smooth communication.
• 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 using 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 partner with the extended Adobe team to establish 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

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 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%)

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.

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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.