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 Challenge:

Adobe is reinventing how the government can succeed by changing the world through digital experiences. Join us and work with digital experience leaders and innovators as a trusted executive advisor on how to build scalable, useful personalized constituent experiences. We realize that new insights can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Senior Customer Success Manager to join our Public Sector 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 improved digital experiences, unifying voices across Adobe for a cohesive plan of action, and quantifying impact along the way. 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 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 standard methodologies and feedback across the organization to continuously improve our approach

What you need to succeed:

• Must be a US citizen with ability to achieve an agency-level clearance
• Active TS/SCI clearance is required, Must be able to pass a government security clearance polygraph
• This position is on-site for ~3 days a week and requires local travel to attend customer meetings in the DMV area
• Bachelor’s Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service, Digital Experience
• 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 spa