Customer Sucess Manager

Summary: The Customer Success Manager is responsible for leading Value Realization projects with customers, ensuring effective communication and measurable outcomes throughout the project lifecycle. This role involves driving customer engagement with Adobe Experience Manager products and advocating for customer needs within the organization. The position requires a strong focus on delivering exceptional customer experiences and supporting program governance and management. The ideal candidate will have extensive experience in customer success within the SaaS and digital marketing sectors.

Key Responsibilities:

• Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up, focused on documenting value attainment/measurable impact).
• Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Deliver exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals.
• Drive adoption of Adobe Experience Manager products using playbooks to drive incremental value to the customer.
• Be the voice of the customer internally at Adobe sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success.
• Support Program Governance/Management partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are documented and logged in requisite repositories.
• Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives.
• Weekly and Monthly reporting Maintain/deliver pre-established weekly and monthly reporting for the organization.
• Support Team Meetings/Communications partner with leadership team on weekly and quarterly meetings i.e. Quarterly All Hands.

Key Skills:

• Bachelor's Degree and/or relevant work experience.
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing (Analytics and Customer Journey Analytics Preferred).
• Passion for driving customer success and measurable outcomes with demonstrated success advising customers to deliver business value.
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships.
• Strong consulting skills.
• Ability to prioritize, multi-task, and perform under pressure.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys.
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners.
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops.
• Effective at leading executive C-level discussions and presentations.
• Flexibility to travel if required.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other