Job Details

Job Overview

Accountable for overall customer success including renewals, adoption, health, and satisfaction
Build and execute customer success plans across enterprise accounts
Drive adoption of Adobe Experience Cloud products and identifies at-risk accounts
Lead “get well” plans and acts as the internal voice of the customer
Partner with internal teams to improve customer experience and process effectiveness

Skills

10+ years of SaaS/digital marketing Customer Success experience
Strong communication, consulting, and conflict navigation
Program management within large organizations
Executive-level facilitation and C-suite presentations; account planning
Ability to prioritize under pressure
Knowledge of digital marketing/media software.
Program Management — navigating large orgs, driving change across groups
Executive Facilitation — leading C-suite meetings, workshops, and presentations
Account Planning — customer success plans, strategy/roadmap alignment
Customer Engagement Modeling — tracking and evolving business goals
Data-Driven Adoption Analysis — using data to track progress along a maturity curve
Conflict Mediation — navigating and resolving friction across stakeholders
Digital Marketing Platform Knowledge — Adobe Experience Cloud specifically, broader martech familiarity

Education

Compensation

Requisition ID: 37401621

Customer Success Manager

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