We are hiring for a Senior Customer Success Manager to join our Digital Experience Cloud team. Partner with clients to build relationships, promote products, and ensure value from investments. 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 renewals, adoption of Adobe solutions, customer health, and satisfaction
- Act as a dependable Customer contact, build a clear success plan, and ensure smooth communication.
- 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 partner with the extended Adobe team to establish 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:
- 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%)
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 positionis $135,200 -- $234,150 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.
In California, 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.
