Customer Success Advisor
$65 per hourFull-time
Cypress HCM
Job Details
- Customer Success Advisor
- Location: Fully Remote
- Duration: 11/09/2026 - 05/07/2027 (Contract)
- Team: Customer Success Advisor
- The Customer Success Advisor (CSA) drives customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers.
- Blends customer success advisory, value measurement, stakeholder engagement, and account stewardship to accelerate customer maturity and identify opportunities that support retention and expansion.
- Performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements to demonstrate measurable value throughout the engagement lifecycle.
- Conduct proactive customer outreach using the CSA digital engagement model and health-based criteria.
- Understand customer business objectives, success criteria, and value realization opportunities.
- Build relationships with key operational stakeholders and monitor account sentiment, adoption, and health.
- Respond promptly to reactive customer inquiries and coordinate resources as needed.
- Translate client goals into Value Realization Programs with metrics and milestones.
- Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
- Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
- Develop use cases to address customer needs and identify attrition risks, opportunities, and value gaps early.
- Surface early-stage solution upsell opportunities and provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem.
- Deploy digital programs such as thought leadership, events, and training; contribute insights to Strategic Business Reviews and share adoption scores and next best actions.
- Communicate effectively across business, technical, and executive audiences; engage sponsors and stakeholders to reinforce adoption strategies.
- Provide structured meeting documentation and value updates; maintain Account & Solution Health summaries and planning in systems.
- Problem Solving & Customer Advocacy:
- Troubleshoot adoption and measurement challenges; monitor and escalate technical issues when needed and activate CERT for major escalations.
- Intervene early to prevent attrition risk and develop save plans.
- Bachelor’s Degree.
- 6-8 years of Customer Success, Account Management, or consulting experience.
- Experience with value realization, ROI, and success metrics.
- Ability to translate data into insights and facilitate workshops.
- Experience with customer success tools such as Gainsight.
- Strong communication and analytical skills.
- Understanding of change management.
- Familiarity with Adobe Experience Cloud or similar platforms.
- Pay Rate: $65.00/hour
Vacancy posted 1 day ago
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