Senior Customer Success Manager

Adobe•San Francisco, NY

About The Position

Our Company 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 transform how companies interact with customers across every screen. We’re 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! The Challenge: Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. We are hiring for a Senior Customer Success Manager to join our Digital Experience Cloud team. Partner with clients to build relationships, promote products, and ensure value from investments. In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making the Marketer successful. We 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
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

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