Customer Success Manager
Adobe
full-time
Posted on:
Location Type: Remote
Location: Germany
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About the role
- 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.
- 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.
Requirements
- Bachelor’s Degree and/or relevant work experience
- Fluent in English and German; French is a strong plus
- 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%)
Benefits
- Competitive salary
- Flexible work hours
- Professional development opportunities
- Health insurance
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessDigital MarketingProgram ManagementData AnalysisCustomer EngagementBusiness Value DeliveryMulti-solution AdoptionVision PlanningCustomer Health MonitoringConflict Mediation
Soft Skills
Strong CommunicationInterpersonal SkillsOrganizational SkillsPresentation SkillsConsulting SkillsAbility to PrioritizeMulti-taskingExecutive PresenceFlexibilityLeadership
Certifications
Bachelor’s DegreeCustomer Success Certifications