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 OpportunityThe Customer Success Manager (CSM) for SEA DX Accounts is accountable for Adobe’s largest Customer Experience Cloud relationships. The mission of this team is to ensure customer satisfaction. To build positive relationships, have a clear understanding of business goals and ultimately ensure our customers see value from their investment with Adobe!The Senior CSM has ownership for bringing the best of Adobe’s unique capabilities, methodologies and digital transformation experience to our customers’ business objectives. In this role, you be encouraging positive relationships across customer executives and senior level decision makers and developing a deep understanding of their unique business needs, use cases and objectives. You will drive solution adoption by providing insights on methodologies, solution usage, benchmarking and diagnosing barriers. This is so you can effectively guide customers to enhance value from their Adobe investment and achieve their business objectives.As a Senior Customer Success Manager you will drive a robust Customer Success charter across your accounts which includes:Accountability for customer’s overall success with Adobe: adoption growth of Adobe platform, long term customer health, and Value Realized with the platform whilst maintaining a long term partnership.Driving mutual understanding of Adobe’s outstanding and groundbreaking “experience business” capabilities and evangelize how those capabilities create long-term value for the customer across various customer business units & organizations.Being a customer advocate and drive innovation & process improvement back into the Adobe ecosystem.Orchestrating the breadth of Adobe resources to delight the customer in their experience (Delivery/Consulting, Renewals, Adobe Experts, Customer Care, Customer Success Managers, Product Teams, etc.)You should excel in:Customer LeadershipDevelop senior relationships with our top customers to ensure executive alignment and provide leadership to help the team complete the creation and execution of “get well” plans.Execution for ResultsWe partner with sales management team to align on vertical objectives and achieve and exceed retention, growth and satisfaction targets.What you need to succeed:Bachelors Degree required and a Masters Degree is a plusDemonstrated in customer success, relationship management or management consulting organization with validated, quantifiable experience delivering on significant business valueStrong executive presence, including experience partnering with and influencing client executives and be a credible and effective C-level advisorGreat problem-solving skills, including the ability to understand the impact and intersection of people, process and technical changes and to articulate high-level solutions to address business problemsValidated organizational, prioritization skills and an ability to work in a highly matrixed environmentOutstanding executive-level interpersonal and written communication skillsHigh degree of intellectual curiosity and ability absorb new concepts quicklyAbility to travel up to 25% of the timeAt 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.Adobe is an equal opportunity employer. We encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.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.
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