Manager Customer Success

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!

Job Description – Manager Customer Success DME

The Manager, Customer Success will lead a portion of the team accountable for Adobe’s critical and complex Digital Media Cloud relationships. The mission of this team is to be relentless in ensuring customer satisfaction. To build strong partnerships, have a clear understanding of business goals

and ultimately ensure our customers see value from their investment with Adobe.

Your team is responsible for bringing the best of Adobe’s unique capabilities, best practices and digital transformation experience to our customers’ business objectives. In this role, you will lead this team in cultivating strong relationships across customer executives and senior -level decision makers and developing a deep understanding of their unique business needs. Your team will be

responsible for being product advocates, driving adoption & usage of Adobe solutions, stakeholder alignment, advising on change management, and risk mitigation with the goal of enabling customers to maximize value from their Adobe investment and achieve their business objectives.

As the Manager, Customer Success you will drive a robust Customer Success charter across your team which includes:

• Accountability for customer’s overall success with Adobe: renewals, growth of Adobe footprint, customer health, and customer experience.

• Lead deep product specialization among the CSM to assertively engage with customers.

• Driving mutual understanding of Adobe’s unique and transformational “Creative business” capabilities and evangelize how those capabilities create long-term value for the customer across various customer business units & organizations

• Driving solution adoption by providing insights on best practices, solution usage maturity, benchmarking and diagnosing barriers and solving for those barriers.

• Maintaining regular and appropriate communication and governance with both internal and external executive teams to ensure alignment and transparency, inclusive of regular business reviews

• Identifying customer risk and work with extended Adobe team to create and execute on “get well” plans

• Being a customer advocate and drive innovation, best practices, and process improvement back into the Adobe ecosystem.

• Orchestrating the breadth of Adobe resources to delight the customer in their experience (Delivery/Consulting, Adobe Experts, Customer Care, Customer Success Managers, Product Teams, etc.)

The Customer Success Leader should excel in:

People Leadership

• Attract, hire and retain a group of high-performing Customer Success

Managers, execute an effective onboarding process for new team members and develop, nurture and grow the team.

• Provide regular, high-impact, balanced feedback and drive quarterly development action plans and provide challenging work, stretch assignments and internal opportunities to broaden experience and expertise.

Customer Leadership

• Proactively assess the interactions with our top customers (product performance, depth and breadth of usage, support experience) and ensure the feedback is captured and conveyed internally to enable ongoing improvement of Adobe products and services.

• Develop senior relationships with our top customer stakeholders to ensure executive alignment and provide thought leadership and help team execute on the creation and execution of “get well” plans.

Execution for Results

• Partner with sales management team to align on vertical objectives and achieve and exceed retention, growth and satisfaction targets. Ensure team is delivering on CSM objectives and driving best-in-class key deliverables including Strategic Business Reviews, Customer Success Plans and Dashboards.
 

Expertise & Thought Leadership

• Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today.

• Contribute thought leadership and best practices, both internally and externally, around business transformation.

Executive Presence and Influence

• Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required

• Measure the effectiveness of Customer Success Managers, capture operational metrics for the team, create a cadence for review within team and expose metrics to the executive and ecosystem teams.

Scale & Continuous Improvement

• Deliver innovative, repeatable, measurable Customer Success programs.

• Execute a process for continuous improvement, driven by user and customer insights, feedback, and industry research.

• Have the hunger and focus to expand the business portfolio in organic and in organic modes.

What you need to succeed:

• Bachelor’s degree or equivalent required and a master’s degree is a plus

• Proven customer engagement and consulting leadership roles in Digital media and creative business portfolio.

• Account and portfolio management for large customer base (200+) at market region levels (APAC ).

• 15+ years of experience as an executive leading a customer success, relationship management or management consulting organization with demonstrated, quantifiable experience delivering on significant business value, large transformation activity or material portfolio of business

• 5+ years experience building, leading and managing a team at a technology or consulting organization.

• Strong executive presence, including ability to effectively partner with and influence client executives and be a credible and effective C-level advisor

• Creative problem-solving skills, including the ability to understand the impact and intersection of people, process and technical changes and to articulate high-level solutions to address business problems

• Proven organizational, prioritization skills and an ability to work in a highly matrixed environment

• Outstanding executive-level interpersonal and written communication skills, with the ability to effectively navigate difficult conversations and mediate to healthy outcomes

• Strong understanding of Adobe products, capabilities, and optimal use cases.

• High degree of intellectual curiosity and ability absorb new concepts quickly

• High level of energy and personal drive

• Engaging people leader with proven ability to lead and inspire teams

• Willingness to travel up to 25% of the time.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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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Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.