Senior Named Customer Success Manager

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!

The Challenge:

We are hiring a Named Customer Success Manager, to join our Adobe Experience Cloud team. To achieve the significant opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an Named Customer Success Manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across Adobe for a cohesive plan of action, and quantifying impact along the way. Named CSMs deliver an outstanding experience for Adobe’s top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization. We hire dynamic, hardworking, and creative individuals, adept at storytelling who thrive in fast-paced environments.

What You'll Do:

The Named Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies, and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Responsibilities include:

 

• Accountable for Customer’s overall success with Adobe, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customer’s lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Network within accounts to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe products – using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry trends and new ways your customers can use Adobe solutions to advance their digital maturity
• Identify Customer risk, and collaborate with the extended Adobe team to build and activate “get well” plans
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
• Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach
  
   

What you need to succeed:

 

• Bachelor’s Degree and/or relevant work experience
• Fluent in English and German
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
• Strong consulting skills
• Ability to prioritize, multi-task, and perform in a fast-paced environment
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 30%)

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015. 

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.