Senior Customer Success Manager

Adobe•San Jose, CA

2d•Hybrid

About The Position

We're looking for a Senior Customer Success Manager to join the High Tech & Manufacturing Customer Experience team. In this role, you'll build deep relationships with clients, champion Adobe solutions, and ensure customers are realizing measurable value from their investments. You'll work alongside a cross-functional Adobe ecosystem including Sales Account Directors, Marketing, Consulting, and Product specialists. Together, you will develop compelling value propositions, identify new growth opportunities, and drive meaningful business outcomes for your customers. Our team is motivated by a genuine passion for innovation and a relentless dedication to customer success. We hire curious, driven people who bring fresh thinking to complex challenges and thrive in dynamic, fast paced environments.

Requirements

Bachelor's degree or equivalent experience
10+ years in Customer Success within SaaS or Digital Marketing environments; B2B experience strongly preferred
Proven track record of driving measurable outcomes and building lasting customer relationships
Outstanding communication skills — written, verbal, and executive presentation — with the confidence to lead C-suite conversations
Strong consulting instincts and a trusted-advisor attitude that puts customer value first
Experience with program management in complex organizations — inspiring change and aligning diverse team members
Skilled facilitator for executive workshops, business reviews, and sessions passionate about driving long-term goals
Deep familiarity with digital marketing and/or digital media software landscapes
Ability to manage competing priorities and perform effectively in a high-velocity environment
Willingness to travel approximately 20%

Responsibilities

Own the customer relationship driving product adoption, customer health, and overall happiness to ensure a seamless renewal
Build clear, actionable success plans and serve as the primary point of contact your customers can count on
Develop strong executive networks within accounts to align Adobe's roadmap with your customers' strategic goals
Deliver a proactive, high-touch customer experience — orchestrating internal resources and using our engagement model to track and evolve business outcomes
Accelerate adoption of Adobe solutions using data-driven insights to move customers along the maturity curve
Champion innovation by sharing standard methodologies and new use cases that help customers advance their digital experience strategies
Identify customer risk early and partner with cross-functional teams to develop and implement recovery plans
Be the voice of the customer inside Adobe — translating strategic use cases, process gaps, and product needs into actionable feedback for internal teams
Contribute to team initiatives that continuously set a higher standard for how we deliver customer success at scale