Senior Customer Success Manager driving value for strategic Enterprise customers in the Transport, Logistics, and Manufacturing sectors. Cultivating partnerships and ensuring customer success through adoption and measurable outcomes.
About the role
- Senior Customer Success Manager at Adobe enhancing utilization of Adobe Express and Firefly among Enterprise clients. Collaborating with leaders, developing success plans, and delivering outstanding customer experiences.
Responsibilities
- Serve as primary contact post-sale, develop success plans, and maintain clear communication with all parties.
- Collaborate closely with senior account partners to successfully carry out the client's strategy and roadmap.
- Uncover possibilities for Adobe Express and Firefly to streamline workflows, foster creativity, and improve efficiency.
- Demonstrate the specific value proposition of each solution, showcasing how they integrate seamlessly with the Adobe ecosystem including Creative Cloud, Stock, Fonts, and Libraries.
- Deliver an outstanding customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
- Partner with Customer Success & Strategy Specialists to develop targeted adoption strategies and drive active user engagement within customer organizations.
- Develop and deliver compelling product demos that resonate with customer needs, moving beyond features to showcase real-world impact.
- Serve as the voice of the customer internally at Adobe – sharing strategic use cases, process improvements, and asks back into the internal ecosystem.
- Encourage innovation and thought leadership by sharing resources and new ways your customers can use Adobe emerging solutions to accelerate and advance their creative process.
Requirements
- Bachelor’s Degree and/or relevant work experience
- 10+ years of related customer-facing experience in technology success or services (Customer Success, Consulting, Business Development, etc.)
- Building/creative industry experience a plus
- Demonstrated efficiency in managing a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
- Deep understanding of the challenges and opportunities faced by enterprise visual communicators
- Outstanding interpersonal, presentation, and communication skills, both verbal and written
- Strong relationship-building abilities, adept at securing consensus and encouraging trust with both customers and internal partners
- Existing knowledge of software in digital marketing and/or digital media space
- Expert at program management within large organizations, helping to inspire change across groups by engaging key partners
- Validated experience with account planning & customer success plans
- Effective at leading executive C-level discussions, presentations, meetings, and workshops
- Flexibility to travel (approx. 20%)
Benefits
- Compensation reflects the cost of labor across U.S. geographic markets
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