Sr. Customer Success Manager

Adobe Inc.
United States, New York
May 09, 2025
Our Company 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 transform how companies interact with customers across every screen. We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! The Solution Customer Success Manager will be responsible for both customer-facing project work supporting Value and Adoption of Adobe products, as well as internal team project management supporting numerous workstreams driving program growth and ongoing support. You will use strong executive presence and solid project management skills, and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences and program management Responsibilities include: Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up, focused on documenting value attainment/measurable impact) Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals Drive adoption of Adobe Experience Cloud products - using playbooks to drive incremental value to the customer 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 Support Program Governance/Management - partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are detailed and logged in requisite repositories Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives. Maintain/deliver pre-established weekly and monthly reporting for the organization Support Team Meetings/Communications - partner with leadership team on weekly and quarterly meetings i.e. Quarterly All Hands) Skills What you need to succeed: Marketo expertise, ideally as a former consultant or hands-on Marketo Practitioner. 10+ years of Customer Success experience in Software as a Service, Digital Marketing Passion for driving customer success and measurable outcomes with and proven success advising customers to deliver business value Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and nurture 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 optimally inspire change across groups by engaging key partners Validated experience with account planning & customer success planning, including leading and facilitating executive meetings and workshops Effective at leading executive C-level discussions and presentations Flexibility to travel (up to 20%) Education Bachelor's Degree and/or relevant work experience Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 applicable characteristics protected by law. Learn more. Adobe strives to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015. Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $135,200 -- $234,100 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award. State-Specific Notices: California: Fair Chance Ordinances Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. Colorado: Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs. Massachusetts: Massachusetts Legal Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Adobe is proud to be an Equal Employment Opportunityemployer. 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 applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.comor call (408) 536-3015.