Manager, Scale Customer Success Team at Adobe

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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 Opportunity:

The Workfront Customer Success at Scale at Adobe team sits within our Customer Success organization. We seek to drive customer adoption, business outcomes, and retention of the Workfront application in a predominantly one-to-many fashion.

Working with the Head of Customer Success at Scale to build the vision and define the strategy, tactics, and roadmap for a low/no/tech-touch pooled approach, the role is for an eager, strategic, proven Manager and futurist, to help form the team and programs delivering scaled Customer Success.

 

What You Will Do:

A key responsibility will be to develop proactive and reactive "at-scale" strategies crafted to meet retention, expansion, and advocacy goals. Working with our Program Manager, Operations Team, and Scale Customer Success Managers (CSM), you will lead delivering & testing these strategies to build playbooks that efficiently and measurably drive adoption, maturity, and growth throughout the customer journey at scale.

Crucial to our success will be growing and strengthening the team, and as the manager, this role will own team development in the areas of recruiting, training, prioritization, performance management, and customer feedback.

Additional responsibilities include:

  • Advocating for the customer internally and serving as an escalation point for customer success issues
  • In partnership with our operations and program management functions, analyzing customer and team performance data to make informed decisions about operational and procedural changes
  • Partnering with Customer Success (CS) leadership on the greater vision and strategy for the CS organization, proactively identifying areas for innovation and improvement to help drive retention goals
  • Growing strong internal relationships with the larger Customer Success Organization, Sales, Product, Support, Customer Enablement, and other departments to drive our success

 

What You Need to Succeed:

  • A validated, results-evident SaaS customer management track record ideally in pooled or one to many environments, or with a large number of customers simultaneously
  • Be results-oriented and autonomous, adapting to change quickly
  • Be a master at prioritization
  • Possess a deep desire to make customers successful and advocate on their behalf
  • 2+ years of Customer Success Management leadership experience with a proven track record of mentoring, motivating, and empowering employees to achieve their best while maintaining high employee morale
  • Proven ability to align a team around and hit goals
  • Experience delivering customer success in a low-touch/no-touch environment
  • Ability to communicate effectively in small and large groups (verbally and in written form)
  • Self-motivated, decisive, and experienced in organizational change
  • Experience working effectively with all levels of management as well as with cross-functional alignment
  • Ability to use data to analyze information, make connections, and demonstrate deep-level thinking to make decisions to identify and implement new opportunities
  • Excellent organization, project management, time management, and ability to communicate in a variety of mediums
  • Ability to prioritize, multi-task, and perform effectively with contending demands
  • Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
  • Excellent relationship-building skills; ability to grow and cultivate relationships with customers and internal partners
  • Proficient with tools such as Slack, Google Product Suite (Calendar, Slides, Sheets, Sites), & Microsoft Office Suite (Outlook, Word, SharePoint, Powerpoint, and Excel)
  • Ability to travel up to 25% of the time for team and company events post-COVID
  • Experience with Workfront or other enterprise work management tool preferred
  • Bachelor's Degree

 

About the Company:

At Adobe, you will be immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unusual Check-In approach where feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

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Technology we use

  • Engineering
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An Insider's view of Adobe

What are some social events your company does?

We take pride in our culture, and we have a variety of active employee organizations built into the fabric of our site. I personally lead the AdobeProud group for the Austin site, which is the local chapter of our global LGBTQ+ organization. We ensure there are chances all through the year to celebrate Pride, connect, and have fun.

Carissa

Engineering Program Manager, Product Operations

What's the biggest problem your team is solving?

We are working on a greenfield project that is pushing each of us to learn numerous new systems and technologies Whether it's a new Cloud product, CI/CD system or Testing Framework, we tackle them head-on. Thankfully we have a team of brilliant people working together to build something amazing!

John

Software Developer Engineer, Digital Experience

How does the company support your career growth?

My Adobe journey began with little experience and lots of drive. I was recruited through the Adobe Digital Academy Program, and I attribute my success to being placed on inclusive teams where each member offered mentorship. Being supported has allowed my work product to exceed expectations and has been instrumental in my overall career growth.

Ursula

Engineering Program Manager, Customer Engineering

What are Adobe Perks + Benefits

Adobe Benefits Overview

Your happiness inside and outside our walls matters to us. That's why we offer comprehensive benefit plans that make your life easier.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for primary and non-primary caregivers.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Employees with five years at Adobe under their belt can take a four-week sabbatical. Ten-year veterans get a five-week sabbatical. And every five years after accrues a six-week sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Adobe offers employees professional development opportunities like annual individual budget for training, on-site training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

The Austin office even offers free breakfast every Wednesday - and who doesn't love breakfast tacos? Also, we cover access to some of Austin's nearby gyms and workout studios!

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