Sr. 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!

 

The Solution Customer Success Manager will be responsible for both customer-facing project work supporting Value and Adoption of Adobe products, as well as internal team project management supporting numerous workstreams driving program growth and ongoing support. You will use strong executive presence and solid project management skills, and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences and program management
Responsibilities include:

• Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up, focused on documenting value attainment/measurable impact)
• Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals
• Drive adoption of Adobe Experience Cloud products – using playbooks to drive incremental value to the customer
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success
• Support Program Governance/Management – partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are detailed and logged in requisite repositories
• Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives.
• Maintain/deliver pre-established weekly and monthly reporting for the organization
• Support Team Meetings/Communications – partner with leadership team on weekly and quarterly meetings i.e. Quarterly All Hands)

Skills
What you need to succeed:

• Marketo expertise, ideally as a former consultant or hands-on Marketo Practitioner.
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes with and proven success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and nurture joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• 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 optimally inspire change across groups by engaging key partners
• Validated experience with account planning & customer success planning, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (up to 20%)

Education
Bachelor’s Degree and/or relevant work experience
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.