The Challenge:As a Senior Customer Success Manager on our Digital Experience Cloud team you will work with our customers to build positive relationships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. You can expect to work closely with Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities.
What You'll Do:- Accountable for Customer’s overall success with Adobe, including renewals, adoption of Adobe solutions, customer health, and happiness
- Serve as a reliable Customer point of contact during the Customer’s lifecycle. Build a success plan that is measurable and has clear outcomes.
- Effectively network within accounts in order to achieve successful execution of the client’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 increased use 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 build 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
What you need to succeed:- 10+ years of Customer Success experience in Software as a Service, Digital Marketing
- Proven agency account management experience, leading complex, high-value client relationships across multiple business units or regions
- 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
- Demonstrated ability to align cross-functional teams around client objectives, ensuring consistent quality and delivery across all workstreams.
- Effective at leading executive C-level discussions, presentations, meetings and workshops
AI Use Guidelines for Interviews:Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about .
Expected Pay Range:
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 position is $135,200 -- $234,150 annually. Pay within this range varies by work location and 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.
In New York, the pay range for this position is $161,700 - $234,150
In Illinois, the pay range for this position is $149,400 - $216,300
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.
