Sr. Customer Success Manager

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 

We are looking for a Document Cloud Customer Success Manager to join our Digital Media team. You will work directly with customers to drive product adoption and value realization across Adobe’s portfolio of Digital Media Document Cloud offerings, develop trusted advisor-level partnerships with key customer stakeholders, and deliver product presentations and point-of-view documents that build awareness and excitement among customer power users. 

What You'll Do 

• Build and maintain strong relationships with customers, understanding their needs, and ensuring their satisfaction with Adobe’s products and services
• Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximize the value they derive from it
• Position Adobe’s complementary product offerings aligned to Document Cloud in relevant and value-focused ways, ensuring the customer is engaging across the complete Cloud portfolio, including tools such as Acrobat, Sign, Adobe Express, and in partnership with Creative Cloud teammates, any identified interest in CC product offerings, among others
• Partner closely with sales and account management counterparts on growth opportunities within customer accounts
• Maintain deep product knowledge and customer best practices across our Document Cloud suite  
• Create and deliver product value presentations and point-of-view documents to customer collaborators and executives
• Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization 
• Accountable for customer’s overall success with Adobe’s Document Cloud platform including activation, engagement, adoption, expansion, and health scores
• Gather customer feedback, analyze trends, and provide valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality
• Identify customers with deployment risk and partner with an Account Manager to create and implement get-well plans

What you need to succeed

• 5 + years relevant work experience in sales and/or customer success with a preference for experience in the technology industry and experience with the Document Cloud products
• Strong history of successfully navigating customer challenges to resolution
• Strong history of sales quota or customer success metric attainment and achievement
• Previous experience working as a trusted advisor to drive business value and sales expansion opportunities
• Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations
• Bachelor’s Degree or equivalent experience

Professional Attributes 

• Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments
• Communicative: Exceptional presentation and interpersonal skills
• Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships
• Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite
• Available to travel approximately 50% 

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least 12:01 AM Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

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 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.

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.
 

Adobe aims to make Adobe.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.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.