Senior Customer Success Manager at Adobe

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Experience, SoftwareIndustries

Requirements

Bachelor’s Degree and/or relevant work experience
10+ years of Customer Success experience in Software as a Service, Digital Marketing
Passion for driving customer success and measurable outcomes
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
Strong consulting skills and proven results working as a trusted advisor to drive business value for clients
Ability to prioritize, multi-task, and perform effectively under pressure
Exceptional organizational, presentation, and communication skills, both verbal and written
Existing knowledge of software in digital marketing and/or digital media space
Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Tried effectiveness at leading and facilitating executive meetings and workshops
Validated experience with account planning & customer success plans
Effective at leading executive C-level discussions and presentations
Flexibility to travel (approx. 20%)

Responsibilities

Accountable for Customer’s overall success with Adobe, including renewals, adoption of Adobe solutions, customer health, and satisfaction
Act as a dependable Customer contact, build a clear success plan, and ensure smooth communication
Effectively network within accounts in order to achieve successful execution of the customer's strategy and roadmap
Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
Drive adoption of Adobe Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve
Foster innovation by sharing resources and new ways your customers can use Adobe solutions to advance their digital maturity
Identify Customer risk, and partner with the extended Adobe team to establish and complete "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 the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers success

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementClient Relationship BuildingRenewals ManagementCustomer AdoptionCross-Functional CollaborationSuccess PlanningCustomer Health MonitoringStrategic NetworkingCustomer Experience Delivery

Questions & Answers

Common questions about this position

What experience is required for the Senior Customer Success Manager role?

Candidates need a Bachelor’s Degree and/or relevant work experience, plus 10+ years of Customer Success experience in Software as a Service or Digital Marketing, along with a passion for driving customer success and measurable outcomes.

What is the salary or compensation for this position?

This information is not specified in the job description.

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

This information is not specified in the job description.

What is the company culture like at Adobe for this team?

The team is fueled with a real passion for innovation, growth, and a relentless dedication to making the Marketer successful, hiring dynamic, passionate, and creative individuals who thrive in fast-paced environments.

What makes a strong candidate for this Senior Customer Success Manager role?

Strong candidates have 10+ years of Customer Success experience in SaaS or Digital Marketing, a passion for driving measurable success, and the ability to thrive in fast-paced environments while building relationships and fostering innovation.

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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