Senior Customer Success Manager

Join us as a Senior Customer Success Manager to enhance the utilization of Adobe Express and Firefly among Adobe's Enterprise clients. You will serve as the primary post-sale contact, develop success plans, and collaborate with senior account partners to execute client strategy. Your role involves uncovering opportunities to streamline workflows, foster creativity, and improve efficiency with Adobe Express and Firefly, demonstrating their value proposition and integration within the Adobe ecosystem. You will deliver exceptional customer experience through proactive communication and strategic resource orchestration, driving active user engagement and innovation.

Must Have

• 10+ years customer-facing experience in technology success or services.
• Manage large, complex, and strategic enterprise customer accounts.
• Deep understanding of challenges faced by enterprise visual communicators.
• Outstanding interpersonal, presentation, and communication skills.
• Strong relationship-building abilities, adept at securing consensus.
• Knowledge of software in digital marketing and/or digital media space.
• Expertise in program management within large organizations.
• Validated experience with account planning and customer success plans.
• Effective at leading executive C-level discussions, presentations, and workshops.
• Flexibility to travel (approx. 20%).

Good to Have

• Building/creative industry experience a plus

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:

Join us for an outstanding opportunity as a Senior Customer Success Manager, committed to enhancing the utilization of Adobe Express and Firefly among Adobe's Enterprise clients.

Adobe Express embodies a fresh wave of Adobe creativity, enabling ordinary communicators to craft influential content. This cloud-centric web and mobile platform is widely adopted by businesses, marketing teams, non-profits, schools, and office professionals. For further details, visit https://express.adobe.com.

With Adobe Firefly, creative teams can harness the capabilities of Generative AI to automate repetitive tasks, expedite video production, and optimize their creative workflows. Explore further at https://firefly.adobe.com/

Collaborate with leaders to introduce Adobe Express and Firefly in top companies. Collaborate with different Adobe teams to bring value, increase awareness, and pinpoint growth opportunities.

What You'll Do:

• Serve as primary contact post-sale, develop success plans, and maintain clear communication with all parties.
• Collaborate closely with senior account partners to successfully carry out the client's strategy and roadmap.
• Uncover possibilities for Adobe Express and Firefly to streamline workflows, foster creativity, and improve efficiency.
• Demonstrate the specific value proposition of each solution, showcasing how they integrate seamlessly with the Adobe ecosystem including Creative Cloud, Stock, Fonts, and Libraries.
• 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.
• Partner with Customer Success & Strategy Specialists to develop targeted adoption strategies and drive active user engagement within customer organizations.
• Develop and deliver compelling product demos that resonate with customer needs, moving beyond features to showcase real-world impact.
• Serve as the voice of the customer internally at Adobe – sharing strategic use cases, process improvements, and asks back into the internal ecosystem.
• Encourage innovation and thought leadership by sharing resources and new ways your customers can use Adobe emerging solutions to accelerate and advance their creative process.

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.) Building/creative industry experience a plus
• Demonstrated efficiency in managing 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
• 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%)