Senior Customer Success Manager

Software Guidance & Assistance, Inc. (SGA) is searching for a Remote Senior Customer Success Manager for a contract assignment with one of their premier SaaS clients. The role involves leading the post-sales customer experience, driving adoption and value for customers, and serving as a central point of contact throughout the customer lifecycle.

Responsibilities:

• Accountable for Customer's overall success with Adobe, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Network within accounts in order to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry thought leadership and new ways your customers can use Adobe solutions to advance their digital maturity
• Identify Customer risk, and collaborate with the extended Adobe team to build and activate "get well” plans
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

Requirements:

• Bachelor's Degree and/or relevant work experience
• 10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)