Senior Customer Success Manager

Adobe•Chicago, IL

About The Position

Adobe is seeking a Senior Customer Success Manager to join their Digital Experience Cloud team. This role involves partnering with clients to build relationships, promote products, and ensure they derive value from their investments. The position requires close collaboration with a cross-functional Adobe ecosystem, including Account Executives, Marketing, Consulting, and Product specialists, to develop new value propositions, build awareness, and identify growth opportunities. The team is characterized by a passion for innovation, growth, and a dedication to marketer success. They hire dynamic, passionate, and creative individuals who thrive in fast-paced environments.

Requirements

Bachelor’s 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

Nice To Haves

Flexibility to travel (approx. 20%)

Responsibilities

Accountable for Customer’s overall success with Adobe, including renewals, adoption of Adobe solutions, customer health, and satisfaction
Act as a dependable Customer contact, build a clear success plan, and ensure smooth communication.
Effectively network within accounts in order to achieve successful execution of the customer's 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 partner with the extended Adobe team to establish and complete "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