Customer Success Manager

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! The opportunity: As a Customer Success Manager (CSM), you will be the driving force behind delivering our unparalleled capabilities, methodologies, and digital transformation expertise to meet our customers’ business objectives. In this pivotal role, you will cultivate strong, positive relationships with customer executives and senior decision-makers, delving deep into their unique business needs, use cases, and objectives. Your mission is to ignite solution adoption by providing invaluable insights into methodologies, solution usage, benchmarking, and identifying barriers. With your guidance, customers will unlock the full potential of their Adobe investment, achieving their business goals and beyond. Your job will relate to a robust Customer Success charter across your accounts which includes: Take ownership of our customers’ overall success with Adobe by driving the growth of Adobe platform adoption, ensuring long-term customer health, and enhancing the value realized from the platform. All while championing and maintaining a lasting 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 driving innovation & process improvement back into the Adobe ecosystem. Orchestrating the breadth of Adobe resources to delight the customer in their experience (Technical Account Managers, Delivery/Consulting, Renewals, Customer Support, Product Teams, etc.) What you’ll do: Customer Leadership Proactively evaluate customer interactions, including product performance, usage depth and breadth, and support experiences. Ensure that valuable feedback is assembled and communicated internally to drive continuous improvement of Adobe products and services. Cultivate senior relationships with our top customer stakeholders to ensure executive alignment and provide thought leadership. Lead your team in creating and completing effective “get well” plans, ensuring our customers achieve their desired outcomes and beyond.. Execution for Results Forge a powerful partnership with the sales management team to align on vertical objectives and not just meet, but exceed retention, growth, and satisfaction targets. Leading your team to deliver outstanding results on CSM objectives, driving best-in-class key deliverables such as Strategic Business Reviews, Mutual Action Plans, and Dashboards. Together, you’ll set new standards of excellence and propel our customers to new heights. Expertise & Thought Leadership Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today. Executive Presence and Influence Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required Scale & Continuous Improvement Deliver innovative, repeatable, measurable Customer Success programs. Complete a process for continuous improvement, driven by user and customer insights, feedback, and industry research. What you’ll need to succeed: Bachelors Degree or equivalent experience or equivalent required and a Masters Degree is a plus Validated experience in customer success, or relationship management or ... (truncated, view full listing at source)