Customer Success Manager (AEM Guides)

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!

Job Title: Customer Success Manager (AEM Guides)

Location:Bangalore (Mode of work: Hybrid)Region:NAShift:EST time zone 5 p.m.2 a.m. IST

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!

Job Description

Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Managers and oversees day-to-day relationships with clients. Ensures that schedules and budgets are met according to contractual agreements. Works with clients to cultivate future projects and qualify new opportunities. Consults with other team members (Product Management/Engineering/Services/Support/Sales) to be sure mutual objectives are met.

The Opportunity

We are looking for aTechno-functional Sr. Customer Success Managerto join our team.AEM Guidesis Adobes cloud-native Component Content Management System (CCMS) and we are looking for passionateTechnical Communication and Content Strategyprofessionals who will work with our customers to help them derive the best use of structured content and DITA standards.

In this position you will be a trusted advisor working with customers to fine-tune their technical documentation strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account.

In this role you will be responsible to:

• Provide consulting services in the domains ofStructured Content Strategy DITA (Darwin Information Typing Architecture) and Technical Documentation technologies.

• Manage client relationships especially working remotely to assess client maturity and satisfaction within the CCMS ecosystem.

• Interact with a broad level of client contacts fromDocumentation Managers and Information Architects to Directors of Technical Communication and Content Operations.

• Present complex technical & functional information in a clear manner covering aspects like XML authoring publishing pipelines and content reuse.

• Manage multiple customers (and engagements) concurrently.

• Identify growth opportunities identify opportunities to both upsell & cross-sell on your accounts by identifying adjacent content needs (e.g. Marketing HR or Legal documentation).

WhatYoull Do

• Customer Relationship Management:Building and maintaining strong relationships with customers understanding their complex content lifecycles and ensuring satisfaction.

• Technical Expertise:Demonstrating a deep understanding of AEM Guides includingDITA standards XML authoring API integrations and automated publishing workflows.

• Product Adoption:Assisting customers in effectively implementing and adopting AEM Guides ensuring they achieve Time-to-Value by optimizing their documentation migration and review workflows.

• Business Acumen:Understanding the customers business goals (e.g. reducing support tickets through better docs) and leveraging that knowledge to provide strategic guidance.

• Product Feedback:Gathering customer feedback on technical gaps (e.g. Web Editor enhancements or PDF templates) and providing insights to Product Engineering to drive the roadmap.

• Renewals and Expansion:Managing the renewal process and identifying opportunities for upselling additional licenses or features (like Native PDF Publishing) to drive revenue growth.

• Strategic Reviews:Delivering high-impactExecutive Business Reviews (EBRs)and Strategic Business Reviews (SBRs) conducting product demos and sharing Best Practices for structured content.

What You Need To Succeed

• A combined7-10 yearsin the domain ofTechnical Communication CCMS SAAS or Content Technologieswith responsibilities in solution consulting or post-sales and customer success.

• Ability to develop deep product and technical ecosystem knowledge (AEM DITA-OT XML).

• A good understanding of theStructured Content/Technical Docs market; experience managing complex content migrations or XML-based workflows is a significant bonus.

• A strong empathy for customers AND a passion for revenue and growth.

• Strong leadership skills with the proven ability to influence stakeholders ranging from technical writers to C-level executives.

• An analytical and process-oriented mindset supported by excellent communication and presentation skills.

• A Bachelors / Masters degree in Business Management Engineering Technical Communications or relevant fields.

• A minimum of3-4 yearsof demonstrated exceptional customer management for enterprise software.

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