Customer Success Manager

Adobe is a leader in digital experiences, empowering individuals and businesses to create impactful content. In this role, you will manage a portfolio of customers, ensuring their success and driving growth through strategic partnerships and tailored success plans.

Responsibilities:

• 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

Requirements:

• 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
• Flexibility to travel (approximately 10%)
• Knowledge of digital marketing, digital media, data platforms, content management, or customer journey solutions is a plus