Customer Success Manager at Adobe

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Government, TechnologyIndustries

Requirements

Bachelor’s Degree and/or relevant work experience, particularly with Government
5+ years of Customer Success experience in Software as a Service, Digital Marketing
Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
Strong consulting skills
Ability to prioritise and perform in a fast-paced environment
Outstanding organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
Effective at leading executive C-level discussions and presentations

Responsibilities

Lead the post-sales customer experience, driving adoption and value for customers within the government vertical
Lead customer success with mutual success plans, engagement strategies, and impactful frameworks
Accountable for Customer’s overall success with Adobe, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
Coordinate customer interactions, establish success criteria, and maintain communication alignment across all levels
Network within accounts to achieve successful execution of client's strategy and roadmap
Deliver an outstanding customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
Drive adoption of Adobe products – using data to provide insights and progress from baseline through the maturity curve
Champion innovation by sharing industry trends and new ways your customers can use Adobe solutions to advance their digital maturity
Identify Customer risk, and collaborate with the extended Adobe team to build and activate “get well” plans
Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
Contribute to Customer Success thought leadership and share standard methodologies and feedback across the organization to continuously improve our approach

Skills

Key technologies and capabilities for this role

Customer SuccessSuccess PlansEngagement StrategiesCustomer HealthProduct AdoptionGovernment VerticalStrategic PlanningAccount CoordinationVision PlanningIndustry Specialization

Questions & Answers

Common questions about this position

What benefits does Adobe offer employees?

Adobe offers market-leading employee benefits including health insurance, global days off, wellness fund, market-leading parental leave, access to the Employee Stock Purchase Program, and programs to build your career, plus opportunities in corporate social responsibility and community engagement.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the main responsibilities of the Customer Success Manager role?

The role involves leading post-sales customer experience in the government vertical, driving adoption and value through mutual success plans, coordinating interactions, networking within accounts, delivering outstanding experiences, championing innovation, identifying risks, and contributing to thought leadership.

What is Adobe's company culture like?

Adobe is committed to creating exceptional employee experiences where everyone is respected with equal opportunity, fostering creativity for all, and empowering people to contribute ideas; employees have voted it a Great Place to Work for the 10th consecutive year.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate should have experience leading customer success in specialized industries like government, skills in driving product adoption using data, networking across accounts, managing customer health and risks, and contributing to thought leadership.

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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