Senior 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 Challenge:

Workfront is Adobe’s enterprise work management solution that provides companies with a single system to support planning and execution to unlock organizational efficiency and drive exceptional experiences in a digital world.

We are hiring a Customer Success Manager to work with Workfront's most strategic customers. You will act as a trusted advisor to our customers to build positive relationships to promote the use of our products/solutions, and ultimately ensure they realize value from their investment.

Responsibilities Include:

• Accountable for customer’s Workfront adoption, overall health, and happiness - paving the way to full renewal
• Act as the primary point of contact throughout the customer’s Workfront lifecycle. Define and drive strategic success plans with clear results
• Network within accounts to build relationships high and wide to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, supervise and evolve customer business goals
• Drive adoption by using data to provide insights and share standard methodologies to progress from baseline through the maturity curve
• Identify customer risk and work with extended Adobe team to build and carry out risk mitigation plans
• Be the voice of the customer internally at Adobe – sharing process improvements and asks back into the internal ecosystem

What You'll Need to Succeed:

• Bachelor’s Degree or equivalent work experience
• 5+ years meaningful work experience in a strategic customer success role
• Passion for driving customer success and measurable outcomes that guide customers to deliver business value
• Strong communication and interpersonal skills, with the ability to optimally navigate and mediate misalignment to cultivate joint partnerships with senior level customer contacts
• Ability to prioritize, multi-task, and perform in a fast-paced environment
• Outstanding organizational and presentation skills, both verbal and written
• Flexibility to travel (approximately 25%)

Preferred Qualification:

• Existing knowledge of software in digital marketing and/or digital media space
• Skilled at Program Management within large organizations, effectively inspiring change across groups by engaging key decision makers
• Proven experience with account planning & customer success plans

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth trajectory. We’re happy that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in. Check out these tips to help you prep for interviews. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will contact you within 2 weeks. If you move into the official interview process with the hiring team, make sure you advise your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the significant benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact accommodations@adobe.com.

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.

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 (as listed on the job posting), the application window will remain open until at least the date and time stated above in 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.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunity 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.