Principal Customer Success Manager (Ultimate Success) – Digital Experience

Join Adobe's Ultimate Success team as a Senior Customer Success Manager, empowering clients to leverage groundbreaking digital experience technologies like Adobe Analytics, Target, Experience Manager, Campaign, and Real-Time CDP. This role focuses on cultivating strong client relationships to drive satisfaction, retention, and growth. You will manage a portfolio of Digital Experience clients, ensuring full adoption and continuous value realization, acting as the primary owner for ongoing initiatives, and increasing customer lifetime value through advocacy and reference-ability. Collaboration with internal teams and regular reporting are key to success.

Must Have

• Own and manage a portfolio of existing Digital Experience clients using solutions such as Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, and Real-Time Customer Data Platform (CDP).
• Drive key performance indicators: Product Adoption, Customer Confirmed Value, Customer satisfaction, Revenue Retention, and Account Growth.
• Ensure clients fully adopt and realize the value of Adobe’s digital experience solutions on a continuous basis.
• Act as the primary owner to drive value for ongoing and new initiatives after client acquisition.
• Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate.
• Collaborate with peers and leaders from diverse groups within the company such as Sales, Marketing, Product, and Engineering.
• Produce regular account updates and quarterly business review reports for customer and internal leadership.
• Keep clients informed about new product releases and relevant features.
• Facilitate client participation in Adobe-sponsored events.
• 15+ years of experience in Customer-facing roles or as a Martech professional.
• Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics, personalization, CDP, SEO, SEM, email/channel marketing, website production, digital strategy, and Adobe Experience Platform.
• Bachelor’s degree or higher in Business, Marketing, Communications, IT, or related field.
• Proven track record of scaling operations by introducing scalable processes, optimizations, and automation.
• Excellent executive communication, negotiation, and presentation skills.
• Strong customer relationship management skills.

Good to Have

• Advanced degree or equivalent experience in Business Administration (MBA) preferred.

Perks & Benefits

• Exceptional work environment
• Ongoing feedback through Check-In approach
• Comprehensive benefits programs
• Opportunities for growth

Our Company

Changing the world through digital experiences is what’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!

Position

(Ultimate Success) – Digital Experience

Business Unit: Customer Solutions

Our Company

As one of the world’s most innovative software companies whose products touch billions of people around the world, empowers everyone, everywhere to imagine, create, and bring any digital experience to life. From creators and students to small businesses, global enterprises, and nonprofit organizations — customers choose products to ideate, collaborate, be more productive, drive business growth, and build remarkable experiences.

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. We believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

The Opportunity

• Join the Ultimate Success team in a Senior Customer Success Manager role, where you'll empower clients to bring to bear our groundbreaking technologies. This position is outstanding in its ability to cultivate positive relationships that drive customer satisfaction, retention, and growth. You'll be at the forefront of digital innovation, helping clients achieve their ambitions and implement flawless experiences.

Expectations from the role

• Own and manage a portfolio of existing Digital Experience clients using solutions such as Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, and Real-Time Customer Data Platform (CDP).
• Drive key performance indicators: Product Adoption, Customer Confirmed Value, Customer satisfaction, Revenue Retention, and Account Growth.
• Ensure clients fully adopt and realize the value of digital experience solutions on a continuous basis.
• Act as the primary owner to drive value for ongoing and new initiatives after client acquisition.
• Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate.
• Collaborate with peers and leaders from diverse groups within the company such as Sales, Marketing, Product, and Engineering.
• Produce regular account updates and quarterly business review reports for customer and internal leadership.
• Keep clients informed about new product releases and relevant features.
• Facilitate client participation in -sponsored events.

What one needs to succeed

• Customer Success professional with overall 15+ years of experience in Customer-facing roles or as a Martech professional with industry, consulting, or agency experience.
• Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics, personalization, CDP, SEO, SEM, email/channel marketing, website production, digital strategy, and Adobe Experience Platform.
• Bachelor’s degree or higher in Business, Marketing, Communications, IT, or related field. Advanced degree or equivalent experience in Business Administration (MBA) preferred.
• Proven track record of scaling operations by introducing scalable processes, optimizations, and automation.
• Excellent executive communication, negotiation, and presentation skills.
• Strong customer relationship management skills and passion for technology, digital innovation, and customer success.
• Growth mindset and positive attitude to deal with change
• Details on portfolio of technologies is provided below
• Data and Insights - Digital analytics (Adobe Analytics or Google Analytics), personalization, CDP (Read here - https://business.adobe.com/solutions/data-insights-audiences.html)
• Customer Journey/Marketing automation - SEO, SEM, email/channel marketing (Read here - https://business.adobe.com/solutions/customer-journeys.html)
• Content Management - Website production and digital strategy (Read here - https://business.adobe.com/solutions/content-management.html)
• Content Supply chain (Read here : https://business.adobe.com/solutions/content-supply-chain.html,
• Experience Platform and Gen AI (Read here - https://business.adobe.com/solutions/experience-management-platform.html)
• Personalization at Scale (Read here : https://business.adobe.com/solutions/personalization-at-scale.html)
• Digital Commerce (Read here - https://business.adobe.com/solutions/commerce.html)

Leadership at

At , we believe in creating a company culture where all employees are empowered to make an impact. Learn more about life, including our values and culture, focus on people, purpose and community, 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.

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.

aims to make .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.

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.

aims to make .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.