Customer Success Manager

Our CompanyChanging 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 challengeWe are looking for an Enterprise Customer Success Manager (CSM) who will lead a portfolio of customers and serve as a central point of contact for customers during the entire life cycle of their usage of Adobe solutions. In this role, you will work across outstanding Creative and Document Cloud solutions with our enterprise customers in the United States.Our Digital Media solutions help customers build highly compelling content and deliver it across diverse media and devices through Adobe Creative Cloud, Express, and Document Cloud. As a facilitator and advocate, our CSMs ensure that customers achieve their strategic business goals and realize value from their Adobe products, ultimately translating into renewal and upsell of the client’s subscription. Building and maintaining positive relationships with multiple contacts within the assigned customers, including executive roles is also key!You are going to drive adoption and utilization across your customer base, working closely with our sales and solution consulting team to help drive activation with our Education customers.What you will doLead, handle, and participate in activities that drive product adoption, active use, Adobe awareness, and customer happiness.Understand and assess customer challenges, requirements, level of adoption, and corporate structure.Promote Adobe products/technology to excite and encourage customers to push the boundaries of creativity.Develop and maintain a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business strategy, allowing the full potential of their Adobe Solution to be realized.Establish and lead all aspects of adoption and usage/development of standard methodologies to continually drive incremental value and return on the customer's investment.Identify and grow opportunities and collaborate with sales teams to ensure growth attainment.Drive regular governance with customers to report on critical metrics, raise awareness of Adobe news/events. Share results & meaningful items with cross-functional partners.Collaborate with and demonstrate other teams/resources internally to bring in our product specialists to meet the needs of customers.What you need to succeedExperience in and/or enthusiasm for Post-Sales-Account-Management for subscription-based Solutions.Experience and/or enthusiasm establishing relationships at end-user and senior decision-maker level within enterprise organizations.Passion, interest and ideally some knowledge of our products, including Creative Cloud, Adobe Express, Document Cloud, and Adobe Firefly software solutions.You are highly self-managed, reliant, and adaptable.A strong desire to invest in your own professional and personal development, whereby you'll take ownership over acquiring additional skills and knowledge beyond that required by the organization and day-to-day demands of their role.Communicates clearly, whether verbally, in writing, or when delivering a presentation. Exercises good judgment in delivering communications by considering the situational context and intended audience.Organization skills and a structured working approach, ability to deal with several different activities in parallel.Ability to influence and drive issue resolution with cross-functional teams in a matrix organization.Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $99,800 -- $180,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.