Senior Customer Success Manager

The opportunity: As a Senior Customer Success Manager (Senior 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 stakeholders—from operational leaders through C-level and executive 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 chart 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—including leading executive alignment and engagement to sustain long-term value realization. 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 executive-level engagement, including negotiations and strategic discussions with C-level stakeholders, to influence alignment and decision-making. Lead your team in creating and completing effective “get well” plans, ensuring our customers achieve their desired outcomes and beyond. Proactively identify and articulate latent or unrecognized customer challenges, translating them into clear business priorities, success criteria, and actionable plans. 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. Drive executive-focused value discussions and business outcome alignment within Strategic/Executive Business Reviews, ensuring measurable progress and sustained value realization. Expertise & Thought Leadership Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today. Contribute thought leadership and best practices, both internally and externally, around business transformation. Executive Presence and Influence Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required. Lead complex negotiations and discussions with C-level and executive stakeholders while aligning internal leadership to customer priorities. 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: Bachelor’s Degree or equivalent experience or equivalent required and a Master’s degree is ... (truncated, view full listing at source)