Customer Success Manager

Opportunity 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 transforming how companies interact with customers across every screen. In this role, you will manage a defined portfolio of customers, serving as a trusted advisor responsible for driving adoption, value realization, retention, and growth across your book of business. You will develop deep knowledge of each customer’s business objectives, industry landscape, and success metrics, aligning Adobe solutions to deliver measurable impact. This is a highly consultative role requiring strong executive presence, strategic thinking, and cross‑functional collaboration. You will own the ongoing customer relationship post‑sale and be accountable for ensuring customers achieve their desired outcomes while identifying opportunities to expand Adobe’s partnership over time. What You’ll Do Own the post‑sale relationship for a defined portfolio of customers, ensuring long‑term retention and growth. Develop and execute tailored success plans aligned to each customer’s strategic objectives and measurable business outcomes. Build and maintain strong, multi‑threaded relationships across business and technical stakeholders, including executive sponsors. Lead strategic business reviews (QBRs/EBRs) to demonstrate value realized, track performance against goals, and align on future priorities. Drive product adoption and value realization by identifying gaps, recommending best practices, and aligning solutions to evolving customer needs. Proactively monitor customer health, usage trends, and engagement signals to mitigate risk and address challenges before they escalate. Partner closely with Sales on account planning, renewals, and expansion strategy, contributing to forecasting and long‑term growth plans. Serve as the voice of the customer internally, synthesizing feedback and collaborating with Product, Support, and Marketing to improve customer experience and outcomes. Navigate complex customer environments, aligning multiple stakeholders and driving consensus toward shared success goals. What You Need To Succeed Bachelor’s Degree and/or relevant work experience 10+ years of experience in Customer Success, Strategic Account Management, Consulting, or a related customer‑facing role in a SaaS or technology environment Proven experience managing a portfolio of accounts with responsibility for retention and growth Strong executive presence and the ability to influence and build credibility with senior stakeholders Demonstrated ability to develop account strategies and align solutions to business outcomes Experience conducting business reviews and presenting to leadership audiences Strong analytical skills and comfort interpreting customer usage data, adoption trends, and performance metrics Excellent communication, presentation, and interpersonal skills Ability to prioritize, multi‑task, and manage multiple complex customer relationships simultaneously Self‑starter with a proactive, ownership mindset and passion for delivering exceptional customer experiences Knowledge of digital marketing, digital media, data platforms, content management, or customer journey solutions is a plus Flexibility to travel (approximately 10%) About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry‑leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe Together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. Equal Employment Opportunity Adobe is proud to be an Equal Employment Opportunity employer. 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 protected characteristic. Learn more. #J-18808-Ljbffr