The Role
Drive adoption, value realization, retention, and expansion for Adobe Experience Cloud customers. Manage client relationships, define success metrics, track ROI and adoption, build value realization roadmaps, engage stakeholders, identify upsell opportunities, coordinate resources, support business reviews, troubleshoot adoption challenges, and mitigate attrition risks through customer advocacy and structured success plans.
Summary Generated by Built In
Position OverviewBlue Acorn iCi is seeking a Customer Success Advisor to drive customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers. This role blends customer success advisory, value measurement, stakeholder engagement, and account stewardship, with a dedicated focus on accelerating customer maturity and identifying opportunities that support retention and expansion.
The Customer Success Advisor performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. The Customer Success Advisor supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques (e.g., success metrics definition, ROI tracking, adoption analysis) to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle. Successful candidates for this role have analyzed client success patterns, translated business objectives into value realization roadmaps, and championed client outcomes while balancing expectations, capabilities, and constraints of client and consulting environments.
Location: Remote - United States
Key Responsibilities
Client Relationship Leadership
The Customer Success Advisor performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. The Customer Success Advisor supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques (e.g., success metrics definition, ROI tracking, adoption analysis) to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle. Successful candidates for this role have analyzed client success patterns, translated business objectives into value realization roadmaps, and championed client outcomes while balancing expectations, capabilities, and constraints of client and consulting environments.
Location: Remote - United States
Key Responsibilities
Client Relationship Leadership
- Conduct proactive customer outreach using the CSA digital engagement model and health based criteria.
- Understand customer business objectives, success criteria, and value realization opportunities.
- Build relationships with key operational stakeholders and monitor account sentiment, adoption, and health.
- Respond promptly to reactive customer inquiries and coordinate resources as needed.
- Translate client goals into Value Realization Programs with metrics and milestones.
- Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
- Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
- Develop Use Cases to customer needs.
- Identify attrition risks, opportunities, and value gaps early.
- Surface early-stage solution upsell opportunities.
- Provide recommendations and handoffs to Sellers, and the broader Adobe Ecosystem as identified (i.e. Ultimate Success conversation, etc.)
- Deploy digital programs such as thought leadership, events, and training.
- Coordinate with AD and schedule customer SRB. Contribute insights to Strategic Business Reviews (AD Led); share adoption scores and next best action updates.
- Communicate effectively across business, technical, and executive audiences.
- Engage sponsors and stakeholders to reinforce adoption strategies.
- Provide structured meeting documentation and value updates.
- Maintain Account & Solution Health summaries and planning in systems.
- Troubleshoot adoption and measurement challenges.
- Monitor and escalate technical issues when needed.
- Activate CERT for major escalations.
- Intervene early to prevent attrition risk and develop save plans.
- Bachelor’s Degree.
- 6-8 years of Customer Success, Account Management, or consulting experience.
- Experience with value realization, ROI, and success metrics.
- Ability to translate data into insights and facilitate workshops.
- Experience with customer success tools such as Gainsight.
- Strong communication and analytical skills.
- Understanding of change management.
- Familiarity with Adobe Experience Cloud or similar platforms.
Skills Required
- Bachelor's degree
- 6-8 years of Customer Success, Account Management, or consulting experience
- Experience with value realization, ROI, and success metrics
- Ability to translate data into insights and facilitate workshops
- Experience with customer success tools such as Gainsight
- Strong communication and analytical skills
- Understanding of change management
- Familiarity with Adobe Experience Cloud or similar platforms
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The Company
What We Do
Blue Acorn iCi is an e-commerce consulting firm that helps online retailers increase sales, profitability, and ROI.
