Job description

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
With Adobe Experience Manager Content and Commerce solutions, brands can scale and innovate faster to differentiate commerce experiences and capture accelerating online spend. This solution set combines the immersive, omnichannel, and personalized experiences in Experience Manager with any number of commerce solutions to bring differentiated experiences to all parts of the shopping journey, reducing time to value and driving higher conversion.

The Role
Adobe’s Content and Commerce CSM team is looking for a Customer Success Manager to work in a data centric, dynamic engagement role to help customers understand how our products and solutions work helping us achieve our Customer Success mission of “accelerating value for our customers." This will be achieved by using a combination of success programs and high touch services. CSMs should have an understanding of the content and commerce space and ability to ask relevant questions to indemnify customers specific needs.

What You Will Do

Delivers an exceptional customer experience with proactive communication, applying the right internal resources, and optimally using our customer engagement model to meet customer business goals.

Build joint customer success plans based on data analysis and utilization of scaled success programs.

Acts as the main point of contact throughout the dynamic engagement, defining a success plan with clear outcomes and ensures clear communication across Customer executives, business partners and operational resources.

Monitor customer engagements relevant to defined success metrics.

Ensure customers employ best practices for maximum value.

Triage adoption and risk needs across the portfolio of customers, managing expectations both internally and externally.

Actively identify common customer challenges and suggest better solutions.

Serve as the voice of your customers internally at Adobe – sharing process improvements and asks with the internal ecosystem.

Act as a customer’s trusted advisor and partner.

You will test playbooks and program ideas and monitor results based on defined customer metrics.

What You Need to Succeed

Bachelor’s Degree and/or relevant work experience.

5+ years of Customer Success experience in Software as a Service, Digital Marketing.

Demonstrate a solid understanding of Content and Commerce industry best practices.

Passion for driving customer success and measurable outcomes.

Ability to understand and analyze data to spot customer risk.

Strong communication and interpersonal skills.

Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.

Exceptional organizational, presentation, and communication skills, both verbal and written.

Existing knowledge of software in digital marketing and/or content and commerce space.

Demonstrate passion for the role, energy, curiosity, and enthusiasm to achieve results.
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 $99,800 -- $180,000 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.

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