Sr. Customer Success Manager, Digital Media

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!

Senior Customer Success Manager, Adobe Digital Media

The Opportunity:

Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.

Become a Customer Success Manager in the Customer Strategy & Success team, driving adoption of Adobe’s Digital Media Emerging Solutions (Firefly, Express, Acrobat AI Assistant) for top Enterprise customers in the Agency and Systems Integrators vertical.

Adobe Firefly empowers creative teams to demonstrate the power of Generative AI to automate repetitive tasks, accelerate video production, and supercharge their creative workflows. Learn more at https://firefly.adobe.com/

Adobe Express represents a new generation of Adobe innovation, empowering everyday communicators to build impactful content. It's a cloud-based web and mobile solution used across businesses, marketing teams, non-profits, schools, and office professionals. Learn more at https://express.adobe.com/

Acrobat AIA uses generative AI in Acrobat to analyze PDFs, enabling users to inquire, summarize, and offer insights efficiently. Learn more at https://www.adobe.com/acrobat/generative-ai-pdf.html/

You will engage with leadership at some of the world's most well-known companies, helping unlock value and drive adoption of Adobe’s emerging solutions enterprise-wide. In addition, you can expect to work closely with a cross-functional Adobe ecosystem, including Strategic Development, Account Executives, Professional Services, Marketing, Product and more, to develop new value propositions, build awareness, and reveal new growth opportunities. The Customer Success & Strategy team is fueled with a real passion for innovation, growth, and a steadfast dedication to making our customers successful. We hire dynamic, passionate, and creative individuals who thrive in fast-paced environments.

What You'll Do:

• Be the primary contact post-sale, define success plans, and ensure clear communication with all levels.
• Collaborate with senior-level account members to successfully implement the customer's strategy and roadmap.
• Find opportunities for Adobe emerging solutions to streamline workflows, enhance creativity, and improve efficiency.
• Partner with Strategic Development to develop targeted adoption strategies and drive active user engagement within customer organizations.
• Deliver an outstanding customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
• Foster 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 collaborate with Adobe ecosystem team to develop and complete risk mitigation and “get well” plans.
• Serve as the voice of the customer internally at Adobe – sharing strategic use cases, process improvements, and asks back into the internal ecosystem.

What you need to succeed:

• Bachelor’s Degree and/or relevant work experience.
• 10+ years of related customer-facing experience in technology success or services (Customer Success, Consulting, Business Development, etc.) Design/creative industry experience a plus.
• Shown ability in handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level.
• Deep understanding of the challenges and opportunities faced by enterprise visual communicators.
• Proficiency in synthesizing complex business requirements into accessible and effective solutions using Adobe Firefly and Express.
• Outstanding interpersonal, presentation, and communication skills, both verbal and written.
• Strong relationship-building abilities, adept at securing consensus and encouraging trust with both customers and internal partners.
• 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%).

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least 12:01 AM Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $135,200 -- $234,100 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.