Enterprise Customer Success Manager, Digital Media

The Opportunity: 

Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.  

We are seeking a Customer Success Manager to join our Digital Media team. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful. We hire dynamic, passionate, and creative individuals who thrive in fast paced environments. 

What You'll Do:  

• Be accountable for the Customer’s overall success with Adobe, including renewal readiness, adoption of Adobe solutions, customer health, and satisfaction. 

• Act as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure effective communication across internal and customer audiences at all levels. 

• Network with key account stakeholders to achieve successful execution of the customer's strategy and roadmap. 

• Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to track and meet customer business goals. 

• Drive adoption of Adobe Digital Media products – using data to provide insights and progress from baseline through the maturity curve. 

• Foster innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process. 

• Identify Customer risk, and work with Adobe ecosystem team to create and execute on risk mitigation and “get well” plans. 

• Serve as the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem. 

• Contribute to ongoing initiatives that help continuously improve our approach and effectively secure our customer’s success. 

What you need to succeed: 

• Bachelor’s Degree and/or relevant work experience  

• 5+ years of related experience in technology success or services (Customer Success, Consulting, Business Development, client-side experience, etc.)  

• Passion for driving customer success and measurable outcomes  

• Proven effectiveness managing a portfolio of large, complex, and strategic enterprise customer accounts 

• Exceptional organizational, presentation, and communication skills, both verbal and written  

• Ability to prioritize, multi-task, and perform effectively under pressure  

• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships  

• Existing knowledge of software in digital marketing and/or digital media space  

• 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  

• Effective at leading executive level discussions, presentations, meetings, and workshops 

• Flexibility to travel (approx. 20%)  

Get to know the team: 

With Adobe’s rich heritage in content creation tools, Adobe is uniquely positioned to deliver an integrated workflow from content creation to monetization. Ultimately, designers, developers, marketers, advertisers, and publishers benefit from a streamlined workflow with analytics and optimization capabilities embedded into the creation tools, enabling the delivery of the right content to the right audience at the right time, regardless of the channel.