Description:
We are looking for a Creative Cloud Customer Success Manager to join our Digital Media team. You will work directly with customers to drive product adoption and value realization across Adobe’s portfolio of Digital Media Creative Cloud offerings, develop trusted advisor-level partnerships with key customer stakeholders, and deliver product presentations and point-of-view documents that build awareness and excitement among customer power users.
What You'll Do
- Build and maintain strong relationships with customers, understanding their needs, and ensuring their satisfaction with Adobe’s products and services
- Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximize the value they derive from it
- Position Adobe’s complementary product offerings aligned to Creative Cloud in relevant and value-focused ways, ensuring the customer is engaging across the complete Cloud portfolio, including tools such as our core creative applications, Firefly, Frame.io, and Adobe Express
- Maintain deep product knowledge and customer best practices across our Creative Cloud suite
- Create and deliver product value presentations and point-of-view documents to customer collaborators and executives
- Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization
- Help identify opportunities for growth within accounts, closely aligning with other internal stakeholders
- Be accountable for customer’s overall success with Adobe’s Creative Cloud platform including activation, engagement, adoption, expansion, and health scores
- Gather customer feedback, analyze trends, and provide valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality
- Identify customers with deployment risk and partner with an Account Manager to create and implement get-well plans
What You Need To Succeed
- 5+ years relevant work experience in customer success, sales, and/or solutions consulting, with a preference for experience in the creative or technology industries
- Strong history of successfully navigating customer challenges to resolution
- Strong history of sales quota or customer success metric attainment and achievement
- Previous experience working as a trusted advisor to drive business value and sales expansion opportunities
- Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations
- Familiarity with creative software, including Creative Cloud and other related products such as Canva or Figma, is a plus
- Bachelor’s Degree or equivalent work experience