Customer Success Manager

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
Creativity for All
Adobe is a place where exceptional people work - don’t just take our word for it, our employees have recently voted us #1 on the Great Place to Work list for the 10th consecutive year
We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help continue to build your career.
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you.
The Opportunity
We are hiring a Customer Success Manager, Industry, 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
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 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
5+ 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 partnerships
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. 10%)
Adobe for All
Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to