Sr. Customer Success Manager

Nextdeavor•New York, NY

6d•Hybrid

About The Position

This is an exciting opportunity to join the Customer Strategy & Success team as a Customer Success Manager, focusing on driving adoption of Adobe's Digital Media Emerging Solutions (Express, Firefly and Acrobat AI Assistant) for Adobe's top Enterprise customers in the Agency and Systems Integrators vertical. In this role, you will be directly engaged with leadership at some of the world's most well-known companies, helping unlock value and fostering adoption of Adobe's emerging solutions throughout the organization. In addition, you can expect to work closely with a cross-functional Adobe ecosystem, including Strategic Development, Account Executives, Professional Services, Marketing, Product and more, to develop new value propositions, build awareness, and reveal new growth opportunities. The Customer Success & Strategy team is fueled with a real passion for innovation, growth, and a steadfast dedication to making our customers 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 related customer-facing experience in technology success or services (Customer Success, Consulting, Business Development, etc.)
Deep understanding of the challenges and opportunities faced by enterprise visual communicators
Proficiency in synthesizing complex business requirements into accessible and effective solutions using Adobe Express and Firefly
Exceptional interpersonal, presentation, and communication skills, both verbal and written
Strong relationship-building abilities, adept at securing consensus and fostering trust with both customers and internal partners
Existing knowledge of software in digital marketing and/or digital media space
Expert at program management within large organizations, helping to inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans
Effective at leading executive C-level discussions, presentations, meetings, and workshops
Flexibility to travel (approx. 20%)

Nice To Haves

Design/creative industry experience a plus

Responsibilities

Act as the main point of contact throughout the customer post-sales lifecycle, define measurable success plans with clear outcomes and ensure cohesive communication across internal and customer audiences at all levels.
Collaborate with senior-level account stakeholders to efficiently implement the customer's strategy and roadmap.
Find opportunities for Adobe emerging solutions to streamline workflows, enhance creativity, and improve productivity
Partner with Strategic Development to develop targeted adoption strategies and drive active user engagement within customer organizations.
Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
Foster innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process.
Identify Customer risk, and work with Adobe ecosystem team to create and execute on risk mitigation and "get well" plans.
Serve as the voice of the customer internally at Adobe- sharing strategic use cases, process improvements, and asks back into the internal ecosystem.