Customer Success Manager

We have an exciting opportunity for a Customer Success Manager with the top leading multimedia and creative software company in the world. This position will focus on customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Responsibilities:

• Accountable for Customer’s overall success with Adobe, including renewal readiness, adoption of Adobe solutions, customer health, and satisfaction
• Act as a trusted Customer point of contact throughout the Customer’s lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Effectively network within accounts 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 Digital Media products – using data to provide insights and progress from baseline through the maturity curve
• Foster innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process
• Identify Customer risk, and work with extended Adobe team to create and execute on “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 customer’s success.

Skills and Experience:

• 10 years of Customer Success experience in Software as a Service, Digital Marketing
• Design background and familiarity with Adobe Creative Cloud design tools a plus.
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional 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 effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%).

Compensation:

• Up to $94.01 per hour.

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