Senior 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:

Join us for an outstanding opportunity as a Senior Customer Success Manager, committed to enhancing the utilization of Adobe Express and Firefly among Adobe's Enterprise clients.

Adobe Express embodies a fresh wave of Adobe creativity, enabling ordinary communicators to craft influential content. This cloud-centric web and mobile platform is widely adopted by businesses, marketing teams, non-profits, schools, and office professionals. For further details, visit https://express.adobe.com.

With Adobe Firefly, creative teams can harness the capabilities of Generative AI to automate repetitive tasks, expedite video production, and optimize their creative workflows. Explore further at https://firefly.adobe.com/

Collaborate with leaders to introduce Adobe Express and Firefly in top companies. Collaborate with different Adobe teams to bring value, increase awareness, and pinpoint growth opportunities.

What You'll Do:

• Serve as primary contact post-sale, develop success plans, and maintain clear communication with all parties.
• Collaborate closely with senior account partners to successfully carry out the client's strategy and roadmap.
• Uncover possibilities for Adobe Express and Firefly to streamline workflows, foster creativity, and improve efficiency.
• Demonstrate the specific value proposition of each solution, showcasing how they integrate seamlessly with the Adobe ecosystem including Creative Cloud, Stock, Fonts, and Libraries.
• Deliver an outstanding customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
• Partner with Customer Success & Strategy Specialists to develop targeted adoption strategies and drive active user engagement within customer organizations.
• Develop and deliver compelling product demos that resonate with customer needs, moving beyond features to showcase real-world impact.
• Serve as the voice of the customer internally at Adobe - sharing strategic use cases, process improvements, and asks back into the internal ecosystem.
• Encourage innovation and thought leadership by sharing resources and new ways your customers can use Adobe emerging solutions to accelerate and advance their creative process.

What you need to succeed:

• Bachelor's Degree and/or relevant work experience
• 10+ years of related customer-facing experience in technology success or services (Customer Success, Consulting, Business Development, etc.) Building/creative industry experience a plus
• Demonstrated efficiency in managing a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
• Deep understanding of the challenges and opportunities faced by enterprise visual communicators
• Outstanding interpersonal, presentation, and communication skills, both verbal and written
• Strong relationship-building abilities, adept at securing consensus and encouraging trust with both customers and internal partners
• Existing knowledge of software in digital marketing and/or digital media space
• Expert at program management within large organizations, helping to inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions, presentations, meetings, and workshops

* * Flexibility to travel (approx. 20%)

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.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunityemployer. 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.

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