Senior Manager, DX Customer Success Management

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 Opportunity Adobe is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to build scalable, useful personalized customer experiences. We realize that new insights can come from everywhere in the organization, and we know the next big idea could be yours! We are hiring a Senior Manager of Customer Success to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, Adobe Customer Success needs to own the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success leader passionate about guiding your team to achieve their customers' goals for personalization at scale. We hire dynamic, hard-working, and creative individuals, adept at storytelling who thrive in fast-paced environments. The evolution of Customer Success is supporting customers through new engagement models and methodologies during their partnership with Adobe. The Manager will guide customer success initiatives, supporting customer needs and encouraging the use of different cases to contribute to Adobe's business goals, with a focus on ongoing improvement. Do you have the experience, drive, and passion to make customers successful at Adobe?

Requirements

10+ years of leadership experience, including direct management of teams, in growing Software or SaaS organization for Enterprise customers; experience in professional services or customer success teams.
Strong and consistent track record of effectively leading customer relationships centered around technical projects and strong commercial partnerships.
Be an encouraging leader and show success in large-scale transformations.
Strong change agent.
Self-motivated, accountable, and passionate about exceeding customer expectations.
Exceptional interpersonal, presentation, and communication skills both verbal and written in English.
Ability to successfully convey sophisticated ideas and influence customers and colleagues at an executive level.
Strong analytical skills to review the health of your business and translate insights into actionable plans.
Ability to collaborate with other senior executives to achieve shared business objectives.
Ability to lead in an environment of uncertainty, ambiguity, and complexity with diverse partners.
Possible travel up to 30%.

Responsibilities

Manage a team of individual contributors passionate about achieving measurable impact with Adobe solutions.
Develop and implement vertical-specific engagement models, methodologies, and offerings that ensure the adoption of Adobe Digital Experience.
Develop thoughtful and strategic motions that engage customers at key points in the Customer life cycle to drive product adoption, value realization, and delight Adobe's customers.
Take a data-driven approach to assessing and addressing vertical health needs, value opportunities and team impacts.
Provide regular updates to leadership on key themes and specific outcomes.
Work closely with the organization's Senior Leadership on multi-functional and cross-departmental projects.
Share a clear, compelling vision of our future and share the alignment between individual, team, organization and company goals.
Attract, recruit, inspire and retain the best talent.
Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives of Fortune 500 companies.
Assign resources to meet schedule and goals, exercise judgment to build appropriate action plans, and delegate assignments to the team.
Work on issues of diverse scope where analysis of situations or data requires evaluation of a variety of factors and suggest strategic practices to leadership.
Lead the coordination of the activities of a department with responsibility for business results, including costs, methods, and staffing.