Principal Customer Success Manager - Workfront

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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!
At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We are behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the extensive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
We're a company that understands that product innovation comes from people innovation, and that's why we are committed to creating exceptional employee experiences. Adobe is managing impressive growth and finding new ways to harness the potential of its software, people, and culture in a developing digital world.
The Role
Workfront, an Adobe company, is the leader in enterprise work management. Together, Adobe and Workfront provide companies a single system to support planning, collaboration, and governance to unlock organizational productivity and create exceptional experiences in a digital world.
We are hiring for a Customer Success Manager to work with Workfront's most strategic customers. You will act as a trusted advisor to our customers to build strong partnerships, promote the use of our products/solutions, and ultimately ensure they realize value from their investment.
Key Responsibilities:
  • Accountable for customer's Workfront adoption, overall health, and satisfaction - paving the way to full renewal
  • Act as the primary point of contact throughout the customer lifecycle. Define and drive strategic success plans with clear deliverables.
  • Network within accounts to build relationships high and wide to achieve successful execution of the customer's strategy and roadmap
  • Deliver on an exceptional customer experience by orchestrating the right internal resources and effectively using the customer engagement model to align, track and evolve customer business goals
  • Drive the use of Workfront by using data to provide insights and share standard methodologies to progress from baseline through the maturity curve
  • Foster innovation by positioning standard methodologies and new ways your customers can use Adobe solutions to advance their digital maturity
  • Identify Customer risk and work with extended Adobe team to create and execute on risk mitigation plans
  • Be the voice of the customer internally at Adobe - sharing process improvements and asks back into the internal ecosystem
  • Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

Minimum Qualification:
  • Bachelor's Degree or equivalent work experience
  • 5+ years relevant work experience in a strategic customer success role
  • Strong communication and interpersonal skills, and the ability to effectively navigate and mediate conflict to develop joint partnership
  • Strong Consulting skills and proven results working as a trusted advisor to drive business value for clients or partners
  • Ambitious, very responsible, and passionate about customer success
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Outstanding organizational, presentation, and communication skills, both verbal and written
  • Effective at leading discussions with senior level customer contacts
  • Flexibility to travel (approximately 25%)

Preferred Qualification:
  • MBA or Master's Degree
  • Existing knowledge of software in digital marketing and/or digital media space
  • Skilled at Program Management within large organizations, effectively inspiring change across groups by engaging key decision makers
  • Proven experience with account planning & customer success plans

At Adobe, you will be immersed in an exceptional 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 unique Check-In approach where ongoing 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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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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