Senior Customer Success Manager

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 a company that understands that product innovation comes from people innovation and thats why we invest in cultivating leaders throughout the organization.

We are hiring for a Senior Customer Success Manager to join our Digital Experience Cloud this role you will work with our customers to build strong partnerships drive adoption of our products/solutions and ultimately ensure they realize value from their 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 Youll Do:

• Accountable for Customers overall success with Adobe including renewals adoption of Adobe solutions customer health and satisfaction
• Act as a trusted Customer point of contact throughout the Customers lifecycle define measurable success plan with clear outcomes and ensure cohesive communication across internal and customer audiences at all levels.
• Effectively network within accounts in order to achieve successful execution of the customers 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 work with extended Adobe team to create and execute on 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:

• Bachelors 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%)

Get to know the team:

With Adobes rich heritage in content creation tools Adobe is uniquely positioned to deliver an integrated workflow from content creation to monetization. Ultimately designers developers marketers advertisers and publishers benefit from a streamlined workflow with analytics and optimization capabilities embedded into the creation tools enabling the delivery of the right content to the right audience at the right time regardless of the channel.

If youre looking to make an impact Adobes the place! Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the substantial benefits we offer.

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 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.

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.

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