Senior Customer Success Manager

JOB LEVEL

P40

EMPLOYEE ROLE

Individual Contributor

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 Senior 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 Senior 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 minimise customer attrition
• Track accounts' performance and lead critical blocking issues with a 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, 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 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 or equivalent experience
• Minimum 5 years 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

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.