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Overview
Within the 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 maximize value realization 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 accelerating 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 realization 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 Europe
Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition
Track accounts’ performance and lead critical blocking issues with a clear execution plan and drive to get closure
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 and domain expertise to the customer success organization, our clients and Adobe’s European 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 (Spanish and English)
High level critical issue management
Tenacious, personable, high confidence and results oriented
Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations

Adobe is proud to be an Equal Employment Opportunity 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 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.com or call (408) 536-3015.
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