Senior Customer Success Manager

2 weeks ago

London, United Kingdom Adobe Full time

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

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

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 craft 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 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 you’ll 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 accounts’ performance and lead critical blocking issues with clear execution plan and drive to get closure

Build and grow relationships for Adobe’s 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 Adobe’s Solutions

Provide thought leadership, thought leadership & domain expertise to the customer success organization, our clients and Adobe’s 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 

Bachelor’s or Master’s 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 Adobe’s 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 you’re 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.

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