Manager, Customer Success (EDU)

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!

The Opportunity

We are hiring a Manager of Customer Success to join our North America Education team to lead all aspects of Customer Success for Adobe's Digital Media business. This individual will engage directly with academic leadeship and collaborators, IT partners, and internal marketing teams as well as collaborate with NA EDU Sales team to support the educational sector.

What you'll Do

• Lead a top-performing team of Education Customer Success professionals passionate about elevating Adobe’s Digital Media solutions in NA higher education institutions.
• Establish ways to engage with leaders optimally using plans, briefings, and reports for clear communication.
• Own the execution of scalable engagement programs and repeatable practices that align with Adobe’s customer success approach and drive active use across institutions.
• Monitor team performance and engagement metrics to improve delivery of programs, drive active use across institutions, and support operational efficiency.
• Lead planning discussions by providing field insight on team capacity, program needs, and areas of opportunity to improve engagement delivery.
• Collaborate across Product, Marketing, and Strategic Development to align team efforts, drive consistent execution of engagement programs, and ensure institutions receive a unified Adobe experience.
• Serve as the voice of the customer internally at Adobe – sharing strategic use cases, process improvements, and asks back into the internal ecosystem.
• Shape and refine Adobe’s future Customer Success strategy in Education by aligning team initiatives with company-wide goals and important metrics. Cultivate a strategic and accessible partnership with the NA EDU Sales team, providing thought leadership and participating in presales conversations with top institutional opportunities.
• Attract, recruit, inspire and retain the best talent.

What you need to succeed

• Bachelor’s degree or equivalent experience.
• Proven experience leading Customer Success teams or customer success strategy within a technology organization, with a strong focus on team leadership, program execution, and delivering against defined engagement goals. Higher education experience strongly preferred.
• In-depth understanding of the Higher Education landscape, with a track record of implementing strategies to boost academic engagement, student programming, campus events, and institution-wide integration of Adobe tools to support active use and adoption.
• Strong communicator with experience communicating team outcomes and program results to cross-functional partners and senior leadership.
• Proven track record in fostering alignment across internal teams to ensure strong program delivery and operational consistency.
• Analytical approach with experience using CRM data to guide team performance and share actionable insights with cross-functional teams.
• Ability to adapt quickly in a fast-paced environment while balancing immediate priorities with long-term program goals.

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.

State-Specific Notices:

California:

Fair Chance Ordinances

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

Colorado:

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 the date and time stated above in 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.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.