Customer Success Manager (AEM Guides)

Our Company Changing 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! Job Title: Customer Success Manager (AEM Guides) Location: Bangalore (Mode of work: Hybrid) Region: NA Shift: EST time zone, 5 p.m.–2 a.m. IST Our Company Changing 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! Job Description Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Managers and oversees day-to-day relationships with clients. Ensures that schedules and budgets are met according to contractual agreements. Works with clients to cultivate future projects and qualify new opportunities. Consults with other team members (Product Management/Engineering/Services/Support/Sales) to be sure mutual objectives are met. The Opportunity We are looking for a Techno-functional Sr. Customer Success Manager to join our team. AEM Guides is Adobe’s cloud-native Component Content Management System (CCMS), and we are looking for passionate Technical Communication and Content Strategy professionals who will work with our customers to help them derive the best use of structured content and DITA standards. In this position, you will be a trusted advisor, working with customers to fine-tune their technical documentation strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account. In this role, you will be responsible to: Provide consulting services in the domains of Structured Content Strategy, DITA (Darwin Information Typing Architecture), and Technical Documentation technologies. Manage client relationships – especially working remotely to assess client maturity and satisfaction within the CCMS ecosystem. Interact with a broad level of client contacts – from Documentation Managers and Information Architects to Directors of Technical Communication and Content Operations. Present complex technical & functional information in a clear manner, covering aspects like XML authoring, publishing pipelines, and content reuse. Manage multiple customers (and engagements) concurrently. Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts by identifying adjacent content needs (e.g., Marketing, HR, or Legal documentation). What You'll Do Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their complex content lifecycles, and ensuring satisfaction. Technical Expertise: Demonstrating a deep understanding of AEM Guides, including DITA standards, XML authoring, API integrations, and automated publishing workflows. Product Adoption: Assisting customers in effectively implementing and adopting AEM Guides, ensuring they achieve "Time-to-Value" by optimizing their d ... (truncated, view full listing at source)