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!
Adobe is reinventing how the government can succeed by changing the world through digital
experiences. Join us and work with digital experience leaders and innovators as a trusted
executive advisor on how to build scalable, useful personalized constituent experiences. We
realize that new insights can come from everywhere in the organization, and we know the next
big idea could be yours!
We are hiring a Sr. Customer Success Manager to join our Retail team. To achieve the
significant opportunity ahead, th Sr. Customer Success needs to lead the post-sales customer
experience, driving adoption and value for our customers. In this role, you will serve as an
industry-specialized Customer Success manager passionate about helping your accounts achieve
their goals for improved digital experiences, unifying voices across Adobe for a cohesive plan of
action, and quantifying impact along the way. CSMs deliver outstanding experiences for
Adobe’s top customers, including responsibilities for strategic planning, use case adoption,
advocacy and value realization. We hire dynamic, hardworking, and creative individuals, adept
at storytelling who thrive in fast-paced environments.
What You'll Do:
The Sr. Customer Success Manager will be responsible for customer-facing leadership to
evangelize mutual success plans, engagement strategies, and frameworks for measurable impact.
You will use strong executive presence and have a deep understanding of digital marketing,
applying diverse sources of information, especially business trends and metrics, towards
innovative customer experiences.
Responsibilities include:
Accountable for Customer’s overall success with Adobe, including vision planning,
customer health, multi-solution adoption, and measurable impact through the lens of
industry specialization
Act as the central point of contact throughout the Customer’s lifecycle, define measurable
success plans with clear outcomes, and ensure cohesive communication across internal
and customer audiences at all levels.
Network within accounts in order to achieve successful execution of client's strategy and
roadmap
Deliver exceptional customer experiences with proactive communication, orchestrating
the right internal resources, and using the customer engagement model to align, track and
evolve customer business goals
Drive adoption of Adobe products – using data to provide insights and progress from
baseline through the maturity curve
Champion innovation by sharing industry trends and new ways your customers can use
Adobe solutions to advance their digital maturity
activate “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 Customer Success thought leadership and share out best practices and
feedback across the organization to continuously improve our approach
What you need to succeed:
Must be a US citizen
Bachelor’s Degree and/or relevant work experience
10+ years of Customer Success experience in SaaS, Digital Experience
Passion for driving customer success and measurable outcomes with proven success
guiding customers to deliver business value
Strong communication and interpersonal skills, with the ability to effectively mediate
conflict and cultivate joint partnership
Strong consulting skills
Ability to prioritize, multi-task, and perform in a fast-paced environment
Exceptional organizational, presentation, and communication skills, both verbal and
written
Existing knowledge of software in digital marketing and/or digital media space, including
data platforms, content management and customer journeys
Skilled at Program Management within large organizations, helping to inspire change
across groups by engaging key partners
Effective at leading executive C-level discussions and presentations
Flexibility to travel (approx. 30%)
Get to know the team:
Adobe is an equal opportunity and affirmative action employer. We welcome and encourage
diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age,
disability, religion, sexual orientation, gender identity or expression, veteran status, or any other
characteristics protected by law.
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 immersed in an exceptional work environment that is recognized around
the world. You will also be surrounded by colleagues who are committed to helping each other
grow through our unique Check-In approach where ongoing feedback flows freely. If you’re
looking to make an impact, Adobe's the place for you. Discover what our employees are saying
about their career experiences on the Adobe Life blog and explore the meaningful benefits we
offer
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.
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