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 build 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 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 offer outstanding service for Adobe’s top customers, handling tasks related to planning, using cases, promoting, and realizing value. 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. Customer Success Managers 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 Customer Success Managers are advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer digital priorities and their Adobe solutions. Customer Success Managers must know Adobe's Experience Cloud solutions and align with customer business goals.

Responsibilities include:

• Provide an outstanding customer experience by actively engaging, deploying the appropriate internal resources, and effectively implementing our Client happiness approach to achieve customer business objectives.
• Act as the main point of contact throughout the customer engagement, defining a success plan with clear outcomes and organizing communication across customer executives, business partners and operational resources.
• Monitor customer engagement outcomes relevant to defined success metrics.
• Ensure customers employ best practices for achieving maximum value.
• Triage risk and create mitigation plans across customers, managing expectations both internally
• Drive adoption of Adobe Experience Cloud solutions, using data to provide insights and progress from baseline through, and up, the maturity curve 
• Actively identify common customer challenges and suggest better solutions.
• Serve as the voice of your customers internally at Adobe, sharing process improvements and asks with the internal ecosystem.
• Act as a customer’s trusted advisor and partner.
• Test playbooks and customer success program ideas and monitor results based on defined customer metrics.
• Share guidelines and feedback across the organization to improve our approach to Customer Success thought leadership.

What You Need to Succeed

• Bachelor’s Degree and/or relevant work experience.
• 2-4 years of customer success or technology consulting experience, preferred experience in digital marketing/digital experience
• Passion for partnering with customers to drive success and measurable outcomes.
• Resourceful problem-solving capabilities and the skill to analyze data for detecting customer risk.
• Highly motivated and proactive, with a passion for developing new skills and expertise
• Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.
• Effective member of a team and ability to collaborate across Adobe ecosystem
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Demonstrate passion for creative problem solving

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $100,100 -- $180,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.

 

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