Adobe

Principal Customer Success Manager

Adobe

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

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Salary

💰 $171,900 - $289,900 per year

Job Level

Lead

About the role

  • Be accountable for Customer’s overall success with Adobe, including renewal readiness, utilization of Adobe solutions, customer health, and satisfaction
  • Act as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
  • Collaborate with senior level account collaborators to efficiently implement the customer's strategy and roadmap.
  • Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
  • Inspire innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process.
  • Identify Customer risk, and partner with the Adobe ecosystem team to establish and carry out risk mitigation and improvement strategies.
  • Serve as the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
  • Lead ongoing initiatives that help continuously improve our approach and effectively secure our customer’s success.

Requirements

  • Bachelor’s Degree and/or relevant work experience
  • 10+ years of related experience in technology success or services (Customer Success, Consulting, Business Development, client-side experience, etc.)
  • Passion for driving customer success and measurable outcomes
  • Shown effectiveness handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
  • Exceptional interpersonal, presentation, and communication skills, both verbal and written
  • Ability to prioritize, multi-task, and perform under pressure
  • Strong communication and social skills, with the ability to navigate and mediate conflict and cultivate joint partnerships
  • Existing knowledge of software in digital marketing and/or digital media space
  • Expert at Program Management within large organizations, helping to inspire change across groups by engaging key partners
  • Validated experience with account planning & customer success plans
  • Effective at leading executive C-level discussions, presentations, meetings, and workshops
  • Flexibility to travel (approx. 20%)
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Program ManagementAccount PlanningCustomer Success PlansDigital Marketing SoftwareDigital Media Software
Soft skills
Interpersonal SkillsPresentation SkillsCommunication SkillsConflict MediationPartnership CultivationPrioritizationMulti-taskingPerformance Under Pressure
Certifications
Bachelor's Degree