Customer Success Manager

Job Title: VOC Platform Success Specialist

Req #37274848

Location: San Jose, CA

Duration: 6 months

Pay Rate: $55

Duties:

Voice of Customer (VOC) program for C&P Enterprise captures, organizes, and activates customer feedback to drive product decisions across Adobe's core solutions. At the center of this program is Enterpret, a new third-party platform that enables field teams, product managers, and executives to collect, analyze, and act on customer insights at scale.

The VOC Platform Success Specialist ensures that VOC platform users and stakeholders are supported, engaged, and realizing value. The role serves as the bridge between Enterpret's capabilities and the people who depend on it, translating program strategy into daily execution.

This is a high-impact role during a critical growth phase. VOC is actively launching new use cases and onboarding cross-functional users to Enterpret, while expanding the Strategic Product Feedback Loop and Interlock framework to new solutions. The right person will become the leading functional expert on Enterpret: the go-to resource for how the platform is used, how stakeholders get value from it, and how it connects to VOC workflows, working alongside the platform architect and developer who own the technical build.

We are looking for someone who is part platform expert, part customer success manager, and part analyst. You are proactive, consultative, and energized by helping people unlock the value of new tools. You build relationships that drive adoption, translate data into stories that make VOC impact visible, and bring the operational follow-through that keeps the program moving.

Key Responsibilities

1. User Onboarding & Enablement

• Onboard new Enterpret users across field, PMM, Strategy & Operations and Product teams; guide them through platform setup, core workflows, and best practices
• Develop and maintain enablement resources including FAQs, how-to guides, workflow tips, and onboarding materials that help users get up to speed quickly and independently
• Track user onboarding progress and adoption; identify gaps and proactively address them

2. Stakeholder Guidance & Support

• Serve as the primary point of contact for Enterpret users. Not just answering questions but actively advising stakeholders on how to optimize their VOC workflows and get more value from the platform
• Connect platform capabilities to each stakeholder's specific use cases, data needs, and reporting goals
• Troubleshoot user issues and escalate platform bugs or technical gaps to the platform architect and developer as needed

3. Proactive Reporting & Insights Distribution

• Regularly review platform data to identify insights and opportunities that would be meaningful to specific user groups or workstreams
• Build and distribute targeted reports and insight summaries that surface VOC value to stakeholders and create reasons to engage
• Use insight delivery as a relationship-building motion by proactively bringing data to stakeholders rather than waiting for requests

4. Program Engagement Analytics Reporting

• Produce a monthly program engagement report for the VOC Program Lead, combining:
• Quantitative platform engagement data from Enterpret
• Feedback submission volume and compliance data from the Program Operations & Governance lead
• Qualitative input from stakeholders on how they are using VOC data and the impact it is having
• Maintain a clear, consistent view of program health that supports leadership decision-making and investment conversations

5. Enterpret Taxonomy Management

• Own the product taxonomy update process within Enterpret: the classification and vocabulary framework that ensures insights are organized and searchable
• Receive structured update requests from Product teams via the Taxonomy Editor interface
• Implement approved changes in Enterpret accurately and on a timely basis
• Maintain a log of all taxonomy updates and communicate changes to relevant stakeholders

6. Interlock Follow-Up Execution

• Execute high priority Interlock follow-up workstreams, applying program and platform expertise to advance outstanding actions
• Serve as the operational resource for stakeholders with questions about the VOC program or platform during follow-up cycles
• Coordinate with the Program Operations & Governance lead, who owns workflow setup, timing, and communication accountability

7. VOC Platform Feedback Collection & Recommendations

• Support VOC platform feedback collection processes to ensure field and product teams can contribute effectively
• Gather user feedback on the platform experience and surface actionable recommendations for improving submission, navigation, and overall usability

8. Program Management Overflow

• Provide tactical support to the Program Operations & Governance lead on program management execution as bandwidth requires
• Assist with documentation, status tracking, and stakeholder-facing program materials

Skills:Required

• 3-5 years of experience in customer success, platform enablement, program coordination, or a similar role, ideally in an enterprise software or SaaS environment
• Strong platform fluency: able to become the leading functional expert on Enterpret, comfortable navigating, configuring, and administering the platform and guiding others on how to use it effectively
• Analytical fluency: comfortable working with platform data, identifying patterns, and building clear, stakeholder-ready reports and summaries
• Consultative mindset: moves beyond answering questions to proactively understanding stakeholder needs and connecting them to platform capabilities
• Relationship builder: able to develop trust with stakeholders across multiple functions and seniority levels
• Strong written and verbal communication skills; able to translate complex platform or program concepts into clear, accessible language
• Highly organized and self-directed; able to manage multiple concurrent workstreams with minimal oversight
• Proactive orientation: identifies opportunities to add value without waiting to be asked

Preferred

• Experience as a power user, internal champion, or enablement lead for an enterprise software platform
• Experience training or enabling others on software tools
• Familiarity with customer feedback programs, VOC operations, or research workflows
• Experience working with or supporting product teams in a product-adjacent role
• Familiarity with Adobe products or the digital media / document workflow space

Education:

Undergraduate degree or MBA.