Senior Customer Success Manager

The Opportunity

Lead the post-sales customer experience, driving adoption and value for customers.

What you’ll do

Lead customer success with mutual success plans, engagement strategies, and impactful frameworks.

• 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.
• Coordinate customer interactions, establish success criteria, and maintain communication alignment across all levels.
• Network within accounts to achieve successful execution of client's strategy and roadmap
• Deliver an outstanding 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 standard methodologies and feedback across the organization to continuously improve our approach

What you need to succeed:

• Bachelor’s Degree and/or relevant work experience
• 5+ 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 prioritise and perform in a fast-paced environment
• Outstanding 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. 10%)

Adobe for All

Adobe strives to build an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs crafted to make everyone feel included, we're committed to encouraging a diverse and inclusive environment for all.

Take the plunge and jump in

Enjoying what you have read and eager to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together!

Adobe Australia acknowledges Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.

We accommodate individuals with disabilities during the application, interview, job functions, benefits, and privileges. Contact us for accommodation.

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 change the world through personalized digital experience.

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.

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.