Customer Success Manager

Adobe • San Jose, CA

13d

About The Position

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences. We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transforming how companies interact with customers across every screen. In this role, you will manage a defined portfolio of customers, serving as a trusted advisor responsible for driving adoption, value realization, retention, and growth across your book of business. You will develop deep knowledge of each customer’s business objectives, industry landscape, and success metrics, aligning Adobe solutions to deliver measurable impact. This is a highly consultative role requiring strong executive presence, strategic thinking, and cross-functional collaboration. You will own the ongoing customer relationship post-sale and be accountable for ensuring customers achieve their desired outcomes while identifying opportunities to expand Adobe’s partnership over time. What You’ll Do As a Customer Success Manager, you will be responsible for the overall success and health of your portfolio. You will:

Requirements

• Bachelor’s Degree and/or relevant work experience
• 10+ years of experience in Customer Success, Strategic Account Management, Consulting, or a related customer-facing role in a SaaS or technology environment
• Proven experience managing a portfolio of accounts with responsibility for retention and growth
• Strong executive presence and the ability to influence and build credibility with senior stakeholders
• Demonstrated ability to develop account strategies and align solutions to business outcomes
• Experience conducting business reviews and presenting to leadership audiences
• Strong analytical skills and comfort interpreting customer usage data, adoption trends, and performance metrics
• Excellent communication, presentation, and interpersonal skills
• Ability to prioritize, multi-task, and manage multiple complex customer relationships simultaneously
• Self-starter with a proactive, ownership mindset and passion for delivering exceptional customer experiences
• Flexibility to travel (approximately 10%)

Nice To Haves

• Knowledge of digital marketing, digital media, data platforms, content management, or customer journey solutions is a plus

Responsibilities

• Own the post-sale relationship for a defined portfolio of customers, ensuring long-term retention and growth.
• Develop and execute tailored success plans aligned to each customer’s strategic objectives and measurable business outcomes.
• Build and maintain strong, multi-threaded relationships across business and technical stakeholders, including executive sponsors.
• Lead strategic business reviews (QBRs/EBRs) to demonstrate value realized, track performance against goals, and align on future priorities.
• Drive product adoption and value realization by identifying gaps, recommending best practices, and aligning solutions to evolving customer needs.
• Proactively monitor customer health, usage trends, and engagement signals to mitigate risk and address challenges before they escalate.
• Partner closely with Sales on account planning, renewals, and expansion strategy, contributing to forecasting and long-term growth plans.
• Serve as the voice of the customer internally, synthesizing feedback and collaborating with Product, Support, and Marketing to improve customer experience and outcomes.
• Navigate complex customer environments, aligning multiple stakeholders and driving consensus toward shared success goals.

Benefits

• At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
• 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 you’re looking to make an impact, Adobe's 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees