Sr. Customer Success Manager

Sr. Customer Success Manager

This is an exciting opportunity to join the Customer Strategy & Success team as a Customer Success Manager, focusing on driving adoption of Adobe's Digital Media Emerging Solutions (Express, Firefly and Acrobat AI Assistant) for Adobe's top Enterprise customers in the Agency and Systems Integrators vertical.

In this role, you will be directly engaged with leadership at some of the world's most well-known companies, helping unlock value and fostering adoption of Adobe's emerging solutions throughout the organization. In addition, you can expect to work closely with a cross-functional Adobe ecosystem, including Strategic Development, Account Executives, Professional Services, Marketing, Product and more, to develop new value propositions, build awareness, and reveal new growth opportunities. The Customer Success & Strategy team is fueled with a real passion for innovation, growth, and a steadfast dedication to making our customers successful. We hire dynamic, passionate, and creative individuals who thrive in fast-paced environments.

Here's how you'll make an impact on the team:

• Act as the main point of contact throughout the customer post-sales lifecycle, define measurable success plans with clear outcomes and ensure cohesive communication across internal and customer audiences at all levels.
• Collaborate with senior-level account stakeholders to efficiently implement the customer's strategy and roadmap.
• Find opportunities for Adobe emerging solutions to streamline workflows, enhance creativity, and improve productivity
• Partner with Strategic Development to develop targeted adoption strategies and drive active user engagement within customer organizations.
• Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
• Foster innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process.
• Identify Customer risk, and work with Adobe ecosystem team to create and execute on risk mitigation and "get well" plans.
• Serve as the voice of the customer internally at Adobe- sharing strategic use cases, process improvements, and asks back into the internal ecosystem.

Here's what you'll need to be successful in this role:

• 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.) Design/creative industry experience a plus
• Shown effectiveness in handling 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
• Proficiency in synthesizing complex business requirements into accessible and effective solutions using Adobe Express and Firefly
• Exceptional interpersonal, presentation, and communication skills, both verbal and written
• Strong relationship-building abilities, adept at securing consensus and fostering 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%)

Pay Range: $95 - $105/hour

Benefits That Matter to You:

• NextDeavor offers health, vision and dental benefits for contract employees
• Paid sick leave eligibility is contingent on state of residence
• Optional 401k Plan (excludes employer match)

Ready to take the next step? Apply today and be part of a team that transforms businesses and fuels growth!