Senior Customer Success Manager

3 weeks ago

London, United Kingdom Adobe Full time

JOB LEVEL

P50

EMPLOYEE ROLE

Individual Contributor

Principal/Senior Customer Success Manager, Digital Experience Cloud, UKI

Our Company 

Changing the world through digital experiences is what Adobeâs all about. We give everyoneâfrom emerging artists to global brandsâeverything they need to design and deliver exceptional digital experiences. Weâre passionate about empowering people to craft beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

Weâre on a mission to hire the very best and are committed to building 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 Opportunity  

Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership, Adoption and Value Realisation. 

Our Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives, design success plans and establish governance frameworks. 

As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle. 

What youâll do  

  • Lead customers through digital transformation with a clear view of customer objectives and key performance indicators 

  • Maximize value realisation and return on investment from the solutions and services they buy from Adobe 

  • Increase solution adoption and usage with a clear plan 

  • Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK 

  • Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition 

  • Track accountsâ performance and lead critical blocking issues with clear execution plan and drive to get closure 

  • Build and grow relationships for Adobeâs strategic portfolio of multi-solution, multi brand clients at the senior level becoming a trusted partner 

  • Build a strong post-sales strategy for your portfolio of accounts to ensure our customers maximize the value on their investment in Adobeâs Solutions 

  • Provide thought leadership, thought leadership & domain expertise to the customer success organization, our clients and Adobeâs European Customer Success team 

  • Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services team 

  • Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight and innovate for customer success 

  • Become an ambassador for to the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales 

  • Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team 

What you need to succeed  

  • Bachelorâs or Masterâs degree 

  • Experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered 

  • Strong experience in Digital Marketing Solutions and knowledge of the Adobeâs competitive landscape 

  • Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor 

  • Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS) 

  • Strong communications skills (written & verbal) 

  • High level critical issue management 

  • Able to anticipate and identify ill-defined problems/issues 

  • Strong presentation skills at all levels of audience 

  • Tenacious, personable, high confidence and results oriented 

  • Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations 

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. 

If youâre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. 

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. 

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Weâre glad that youâre pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile â donât forget to include your uniquely âAdobeâ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youâre interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll. 

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youâre looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of  gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accommodations@adobe.com.

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