Job Description

Our Company

Adobe is changing the world through digital experiences. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences. We are passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We are committed to hiring the very best and creating exceptional employee experiences where everyone is respected and has access to equal opportunity. Great ideas can come from anywhere in the organization, and the next big idea could be yours.

The Challenge

Adobe is reinventing how the government can succeed by changing the world through digital experiences. Join us and work with digital experience leaders as a trusted executive advisor on how to build scalable, useful, personalized constituent experiences. The next big idea could be yours.

We are hiring a Senior Customer Success Manager to join our Public Sector team. To achieve the significant opportunity ahead, Adobe Customer Success leads the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager focused on helping your accounts achieve their goals for improved digital experiences, unifying voices across Adobe for a cohesive plan of action, and quantifying impact along the way. CSMs deliver an outstanding experience for Adobe's top customers, with responsibilities for strategic planning, use case adoption, advocacy, and value realization.

What You'll Do

The 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, toward innovative customer experiences.

Responsibilities include:

• Accountable for the customers overall success with Adobe, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Be the central point of contact throughout the customers 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 the clients 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 customers can use Adobe solutions to advance their digital maturity
• Identify customer risk and collaborate with the extended Adobe team to build and activate tta-? 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 standard methodologies and feedback to continuously improve our approach

What you need to succeed

• Must be a US citizen with the ability to achieve an agency-level clearance
• Active TS/SCI clearance is required; ability to pass a government security clearance polygraph
• On-site ~3 days a week with local travel to attend customer meetings in the DMV area
• Bachelor's Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service or Digital Experience
• Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
• Strong communication and interpersonal skills to navigate and mediate conflict and cultivate joint partnership
• 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
• Knowledge of software in the digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Program management experience within large organizations to inspire change across groups by engaging key partners
• Ability to lead executive C-level discussions and presentations
• Travel flexibility (approximately 30%)

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 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). Non-sales roles start with base salary and short-term incentives 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, the application window will remain open until the stated date and time in Pacific Time, in compliance with Colorado pay transparency regulations. If not listed for Colorado, 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. Adobe is proud to be an equal employment opportunity employer and 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 protected characteristic by law. If you require accommodations during the application process, email accommodations@adobe.com or call (408) 536-3015.

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