Customer Success Manager - Adobe

Consultant - Customer Success Manager (Adobe Practice)

The Consultant - Customer Success Manager (Adobe Practice) performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. The Customer Success Manager supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques (e.g., success metrics definition, ROI tracking, adoption analysis) to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle. Successful candidates for this role have analyzed client success patterns, translated business objectives into value realization roadmaps, and championed client outcomes while balancing expectations, capabilities, and constraints of client and consulting environments.

Client Relationship Leader/Driver

• Proven ability to work independently to understand client business objectives, success criteria, and value realization opportunities
• Able to drive the Relationship Leader translation of client strategic goals into measurable value outcomes and success metrics
• Demonstrates deep understanding of customers' business processes, organizational culture, success challenges, and value drivers
• Manage account relationships with appropriate client stakeholders, providing regular status updates on value realization progress

Value Analysis/Solutions/Outcomes

• Able to take client business objectives and turn them into comprehensive Value Realization programs -- including success metrics, measurement frameworks, and timeline milestones
• Evaluate information gathered from multiple client sources, reconcile conflicting priorities, decompose high-level business goals into actionable value drivers, and abstract tactical activities into strategic value narratives
• Proactively identify and communicate value realization opportunities and risks to client
• Own and monitor client success metrics and key performance indicators to ensure all deliverables demonstrate measurable business value

Communication & Stakeholder Management

• Ability to communicate effectively across multiple client constituencies to support Value Realization objectives and organizational change
• Ability to engage business sponsors and executive stakeholders to drive adoption and realize targeted business outcomes
• Take and distribute meeting notes and value realization reports after all client interactions, and follow through on success plan execution
• Grow client relationships in terms of value delivery, satisfaction, and long-term strategic partnership

Strategic Value Thinker

• Serve as a Value Realization thought leader for assigned client engagements by implementing success frameworks and measurement capabilities that align with overall business strategy
• Understand the client's business objectives and proactively manage client and consulting team expectations around value delivery timelines

Problem Solver & Success Advocate

• Proven experience using structured, disciplined approaches to solving client adoption challenges, value measurement problems, and success barriers
• Ability to head off potential client satisfaction issues before they materialize and have strong client advocacy skills

Documentation & Reporting

• Strong skills to produce necessary Value Realization documentation, including success plans, value measurement frameworks, ROI reports, adoption metrics, and executive dashboards
• Support the account team in developing value realization briefs, success statements of work, and measurement templates and tools

Qualifications

• 6 years+ of Customer Success or Account Management experience in client-facing roles in consulting or agency settings
• Experience with Value Realization methodologies, ROI measurement, or business outcome tracking
• Conducting client workshops and stakeholder sessions to define success criteria and value metrics
• Basic understanding of business case development and value measurement frameworks
• Client relationship management and stakeholder engagement experience
• Success plan development and execution
• Understanding of consulting delivery methodologies and client engagement processes
• Experience with customer success platforms (e.g., Gainsight) and measurement tools
• Strong analytical skills with the ability to translate data into actionable insights

Preferred

• Bachelor's Degree Desired
• Understanding of change management principles and adoption methodologies
• Experience in client budget management and commercial discussions

Primary Location City/State: Homebased - New York, New York

Additional Locations (if applicable): Homebased - Conway