Description:
We are hiring a Senior Customer Success Manager to join our Adobe Experience Cloud team. To achieve the significant opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across Adobe for a cohesive plan of action, and quantifying impact along the way. Industry CSMs deliver an outstanding experience for Adobe’s top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization. We hire dynamic, hardworking, and creative individuals, adept at storytelling who thrive in fast-paced environments.
What You'll Do:
The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies, and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.
Responsibilities include:
- Accountable for Customer’s overall success with Adobe, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
- Act as the central point of contact throughout the Customer’s lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
- Network within accounts in order to achieve successful execution of client's strategy and roadmap
- Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
- Drive adoption of Adobe products – using data to provide insights and progress from baseline through the maturity curve
- Champion innovation by sharing industry trends and new ways your customers can use Adobe solutions to advance their digital maturity
- Identify Customer risk, and collaborate with the extended Adobe team to build and activate “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 Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach
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 with proven success guiding customers to deliver business value
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
- Strong consulting skills
- Ability to prioritize, multi-task, and perform in a fast-paced environment
- Exceptional organizational, presentation, and communication skills, both verbal and written
- Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
- Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
- Effective at leading executive C-level discussions and presentations
- Flexibility to travel (approx. 30%)