Customer Success Advisor

“Mindlance•San Jose, CA

About The Position

The Customer Success Advisor (CSA) drives customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers. The role combines customer success advisory, value measurement, stakeholder engagement, and account stewardship, with a focus on accelerating customer maturity and identifying opportunities that support retention and expansion. The CSA performs client relationship management, value measurement, and stakeholder engagement within consulting engagements. The CSA supports client value realization initiatives and delivery teams by applying customer success methodologies and value measurement techniques—including defining success metrics, tracking ROI, and analyzing adoption—to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle.

Requirements

Bachelor’s degree.
6–8 years of Customer Success, Account Management, or consulting experience.
Experience with value realization, ROI, and success metrics.
Ability to translate data into insights and facilitate workshops.
Experience with customer success tools such as Gainsight.
Strong communication and analytical skills.
Understanding of change management.
Familiarity with Adobe Experience Cloud or similar platforms.

Responsibilities

Conduct proactive customer outreach using the CSA digital engagement model and health-based criteria.
Understand customer business objectives, success criteria, and value realization opportunities.
Build relationships with key operational stakeholders and monitor account sentiment, adoption, and health.
Respond to customer inquiries and coordinate resources as needed.
Translate client goals into Value Realization Programs with metrics and milestones.
Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
Develop use cases to address customer needs.
Identify attrition risks, opportunities, and value gaps early.
Surface early-stage solution upsell opportunities.
Provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem, including Ultimate Success conversations.
Deploy digital programs such as thought leadership, events, and training.
Coordinate with AD and schedule customer SRB; contribute insights to AD-led Strategic Business Reviews, including adoption scores and next-best-action updates.
Communicate effectively across business, technical, and executive audiences.
Engage sponsors and stakeholders to reinforce adoption strategies.
Provide structured meeting documentation and value updates.
Maintain Account and Solution Health summaries and planning in systems.
Troubleshoot adoption and measurement challenges.
Monitor and escalate technical issues when needed.
Activate CERT for major escalations.
Intervene early to prevent attrition risk and develop save plans.