Senior Customer Success Manager

<p><b><span>Our Company</span></b><br/><br/><span>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. </span><br/><br/><span>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!</span></p><p><br/> </p><p><span><span><b>The Opportunity</b></span></span></p><p><span> </span></p><p><span><span>From the moment you wake up until you go to bed, think about the media you consume, the ads you see, the apps you use, the websites you browse, and the online shopping you do. Most likely, every interaction and experience was influenced by an Adobe product. We have a fantastic opportunity for a <b>Senior Customer Success Manager </b>to join our team based in <b>Paris</b>. At Adobe, our Customer Success team is dedicated to delivering outstanding experiences and driving value for our customers. We achieve this through three core pillars: Partnership, Adoption, and Value Realization. Our CSMs increase value and ROI in complex accounts by building partnerships, advising strategy, and collaborating with teams and customers to accelerate value. As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.</span></span></p><p><span> </span></p><p><span><span><b>What You’ll Do </b></span></span></p><ul><li><span><span>Lead customers through digital transformation with a clear view of customer objectives and key performance indicators </span></span></li><li><span><span>Establish a comprehensive strategy for managing your account portfolio, ensuring that customers realize the maximum value and return on investment from their Adobe solutions and services. </span></span></li><li><span><span>Account strategy planning and building clear success plans to increase solution adoption and usage, drive dedication, advocacy and minimize customer attrition </span></span></li><li><span><span>Lead customers with industry expertise and standard methodologies on efficient utilization to meet their specific business objectives </span></span></li><li><span><span>Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the Europe </span></span></li><li><span><span>Track accounts’ performance and lead critical blocking issues with clear execution plan and aim to get closure </span></span></li><li><span><span>Provide thought leadership &amp; industry expertise to the customer success organization, our clients and Adobe’s European Customer Success team </span></span></li></ul><p><span> </span></p><p><span><span><b>What you'll need to succeed </b></span></span></p><ul><li><span><span>Bachelor’s or Master’s degree or equivalent experience </span></span></li><li><span><span>Experienced in <b>post-sales account management</b> in Digital Marketing (analytics, <span>optimization/conversion</span> and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered </span></span></li><li><span><span>Strong <b>experience in Digital Marketing Solutions</b> and knowledge of the Adobe’s competitive landscape </span></span></li><li><span><span>Proven <b>efficiency in managing an account portfolio</b> of large, global, sophisticated, and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor </span></span></li><li><span><span>Proven experience driving customer retention initiatives, achieving high retention rates and customer happiness (NPS) </span></span></li><li><b><span><span>Strong communication skills (English &amp; French)</span></span></b></li><li><span><span>Tenacious, personable, high confidence and results oriented with a focus in exceeding client expectations </span></span></li><li><span><span>Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations and the ability to collaborate effectively across different departments </span></span></li></ul><p></p><p>Adobe is proud to be an <a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" rel="noopener noreferrer" target="_blank">Equal Employment Opportunity</a> 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. <a href="https://www.adobe.com/