Customer Success Manager

San Jose, CA, United States

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!

We are hiring for a Customer Success Manager to join our Digital Experience Cloud team. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. 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. What You'll Do:

Accountable for Customer’s overall success with Adobe, including adoption of Adobe solutions, customer health, and satisfaction with current investments

Act as a trusted Customer point of contact throughout the Customer’s lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.

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 work with extended Adobe team to create and execute on action 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 What you need to succeed:

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%)

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $126,800 -- $234,100 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.

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