Customer Success Manager
Customer Success Manager
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Job Description
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!
Within the Customer Success team here at Adobe our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership Adoption and Value Realisation.
Our Customer Success Managers (CSMs) are expected to increase value realization and return on investment in complex multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives design success plans and establish governance frameworks.
As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.
What youll do
Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
Build a strong post-sales strategy for your portfolio of accounts to increase value realization quantify value and ensure that our customers achieve return on investment from the solutions and services they buy from Adobe
Account strategy planning and building clear success plans to increase solution adoption and usage drive loyalty advocacy and minimize customer attrition
Lead customers with industry expertise and best practices on optimal utilization to meet their specific business objectives
Build positive relationships at senior levels including C-Level within some of the biggest companies in the Europe
Track accounts performance and lead critical blocking issues with clear execution plan and aim to get closure
Provide thought leadership & industry expertise to the customer success organization our clients and Adobes European Customer Success team
What you need to succeed
Bachelors or Masters degree
Experienced in post-sales account management in Digital Marketing (analytics optimization/conversion and/or social). Candidates with pre-sales marketing/creative agency or consulting background will be considered
Strong experience in Digital Marketing Solutions and knowledge of the Adobes competitive landscape
Proven effectiveness managing an account portfolio of large global sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor
Proven experience driving customer retention initiatives achieving high retention rates and customer satisfaction (NPS)
Strong communication skills (German and English)
Tenacious personable high confidence and results oriented with a focus in exceeding client expectations
Adaptable strong self-awareness confidence to hold themselves and others to account based on expectations and the ability to collaborate effectively across different departments
At Adobe you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 youre looking to make an impact Adobes 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.
Adobe is proud to be anEqual Employment Opportunityemployer. 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 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 emailor call .
Required Experience:
Manager
Employment Type
Full-Time
