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 brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Customer Success Manager (Night Shift) to join our Digital 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 Customer Success Managers deliver an outstanding experience for Adobe’s top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling who thrive in fast-paced environments.
 

What You’ll Do

Adobe’s Digital Experience Customer Success team is looking for a Customer Success Manager to drive successful outcomes with Adobe customers. Customer Success Managers provide a best-in-class experience for customers, focused on establishing and maintaining an actionable path to value.

You will engage with customers through a combination of success programs and high-touch services, delivering the right resources at the right point in the customer journey. Our CSMs are advisors, value realization storytellers, and deeply invested in our customers' success—creating strategic alignment between customer digital priorities and Adobe solutions.

Customer Success Managers should demonstrate a strong working knowledge of Marketo Engage—Adobe’s leading marketing automation solution—including campaign management, lead nurturing, engagement programs, segmentation strategies, scoring models, and analytics. You will be expected to guide customers on how to drive maturity and results with Marketo, and integrate it within their broader digital strategy.

Experience with similar tools such as Salesforce Marketing Cloud, HubSpot, Pardot, Eloqua, or Braze is a plus, as it demonstrates adaptability and breadth in marketing automation platforms.

Responsibilities

• Deliver an exceptional customer experience through proactive engagement, applying the right internal resources, and leveraging Adobe’s Customer Success engagement model to meet customer business goals.
• Act as the main point of contact throughout the customer lifecycle, defining a success plan with clear outcomes and managing communication across customer executives, business stakeholders, and operational teams.
• Monitor customer engagement and outcomes relevant to defined success metrics.
• Guide customers to employ best practices for achieving maximum value from Adobe Experience Cloud, particularly Marketo Engage.
• Identify adoption gaps or risks and create mitigation plans, managing expectations both internally and externally.
• Leverage data to assess and improve marketing maturity across lead lifecycle, automation, segmentation, personalization, and campaign ROI.
• Collaborate with cross-functional teams including Technical Account Managers, Solution Consultants, Support, and Product to align resources with customer goals.
• Actively identify common customer challenges and suggest improved strategies or workflows.
• Serve as the voice of the customer within Adobe, driving feedback loops and solution innovation.
• Share learnings and best practices across the CSM community, contributing to thought leadership and internal knowledge-sharing.
• Participate in testing and refining playbooks, programs, and processes, measuring results based on customer metrics.

What You Need to Succeed

• Bachelor’s Degree and/or relevant professional experience.
• 7–9 years of customer success, account management, or consulting experience in marketing automation.
• Strong, hands-on proficiency with Marketo Engage is required, including demonstrated experience with:
  • Smart campaigns and flows
  • Program templates and cloning
  • Lead nurturing and scoring models
  • Segmentation, personalization, and tokens
  • Analytics and performance reporting
• Proficiency in related platforms, including Salesforce Marketing Cloud, Eloqua, HubSpot, Pardot, or Braze, is a plus.
• Demonstrated success in building strategic relationships with enterprise customers and driving measurable business outcomes.
• Analytical mindset and ability to translate data into actionable insights.
• Self-starter with high accountability, curiosity, and desire to learn and innovate.
• Strong presentation and communication skills—verbal, written, and visual storytelling.
• Ability to manage competing priorities, meet deadlines, and operate effectively in fast-paced environments.
• Willingness to work night shift hours (6:00 PM to 3:00 AM IST) to support global enterprise customers.

Adobe is proud to be an Equal Employment Opportunity 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. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.