Customer Success Manager - Public Sector

Our Company

Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.

Were 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 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 Senior Customer Success Manager to join our Public Sector team. To achieve the significant opportunity ahead Adobe Customer Success needs to lead the postsales customer experience driving adoption and value for our customers. In this role you will serve as an industryspecialized 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 an outstanding experience for Adobes 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 fastpaced environments.

What Youll Do:

The Senior Customer Success Manager will be responsible for customerfacing 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 Customers overall success with Adobe including vision planning customer health multisolution adoption and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customers 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 of clients strategy and roadmap
• Deliver an exceptional customer experience 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
• Identify Customer risk and collaborate with the extended Adobe team to build and activate get well plans
• Be the voice of the customer internally at Adobe sharing strategic usecases process improvements and asks back into the internal ecosystem
• Contribute to Customer Success thought leadership and share standard methodologies and feedback across the organization to continuously improve our approach

What you need to succeed:

• Must be a US citizen with ability to achieve an agencylevel clearance
• Active TS/SCI clearance is required Must be able to pass a government security clearance polygraph
• This position is onsite for 3 days a week and requires local travel to attend customer meetings in the DMV area
• Bachelors Degree and/or relevant work experience
• 10 years of Customer Success experience in Software as a Service 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 navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize multitask and perform in a fastpaced 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 Clevel discussions and presentations
• Flexibility to travel (approx. 30

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 12:01 AM 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.

Our compensation reflects the cost of labor across several U.S. geographic markets and we pay differently based on those defined markets. The U.S. pay range for this positionis $135200 $234100 annually. Paywithin this range varies by work locationand may also depend on jobrelated knowledge skillsand experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe for sales roles starting salaries are expressed as total target compensation (TTC base commission) and shortterm incentives are in the form of sales commission plans. Nonsales roles starting salaries are expressed as base salary and shortterm incentives are in the form of the Annual Incentive Plan (AIP).

In addition certain roles may be eligible for longterm incentives in the form of a new hire equity award.

Adobe is proud to be anEqual Employment Opportunityand affirmative action 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.

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Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each others employees.