Senior Manager, Customer Success

Adobe•Seattle, WA

18d•Hybrid

About The Position

We are looking for a Senior Manager of Customer Success to join our Customer Experience Orchestration team. In this role, you will supervise Customer Success Managers handling a portfolio of strategic enterprise customers. This leader will bring industry proficiency, keen commercial judgment, and enthusiasm for developing talent in a high-performance atmosphere.

Requirements

10+ years of experience in a SaaS, software, or enterprise technology environment, with significant leadership experience managing customer-facing teams (Customer Success, Professional Services, or Account Management).
Proven track record of leading teams responsible for enterprise customer retention and growth.
Strong executive presence and demonstrated success engaging with Fortune 500 organizations.
Commercial experience aligning customer success strategy to revenue outcomes.
Demonstrated success leading through change and driving organizational transformation initiatives.
Strong analytical skills with the ability to convert business metrics into practical strategy.
Strong communication, presentation, and storytelling abilities, with the capability to influence individuals at every level within an organization.
Experience working collaboratively across Sales, Product, Marketing, and Support leadership.
Ability to lead effectively in complex, ambiguous, and fast-paced environments.
Willingness to travel up to 30%.

Responsibilities

Manage, mentor, and develop a team of Customer Success Managers responsible for delivering measurable customer outcomes across a defined portfolio.
Establish clear performance expectations aligned to retention, growth, and customer health metrics.
Foster a culture of accountability, collaboration, and continuous improvement.
Attract, recruit, develop, and retain top talent.
Own team-level retention and expansion performance, ensuring strong renewal rates and growth across the portfolio.
Guide your team in building strategic account plans and executive engagement strategies for enterprise customers.
Coordinate customer health trends and risk mitigation strategies, ensuring proactive engagement and resolution.
Engage directly with Director, VP, and C-level customers to strengthen executive relationships and resolve complex issues.
Ensure consistent execution of business reviews that clearly demonstrate value realization and long-term partnership alignment.
Develop and refine customer success methodologies that support enterprise engagement models and lifecycle excellence.
Use data-driven insights to assess portfolio performance, opportunities, and strategic improvements.
Provide regular business updates to senior leadership on portfolio health, key risks, opportunities, and team performance.
Collaborate across departments on initiatives that improve the customer experience and increase organizational efficiency.
Lead through change, aligning the team to evolving business priorities and transformation initiatives.