Senior Customer Success Manager

The Challenge

Adobe is reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on how to create scalable, useful personalized customer experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Customer Success Manager to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across Adobe for a cohesive plan of action and quantifying impact along the way. Industry Customer Success Managers deliver an outstanding experience for Adobe’s top customers, including responsibilities for long-term planning, use case adoption, advocacy and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling who thrive in fast-paced environments.

What You’ll do

Adobe’s Digital Experience Customer Success team in Canada is looking for a Customer Success Manager to drive successful outcomes with Adobe customers. Customer Success Managers provide a best-in-class experience for customers focused on establishing and maintaining an actionable path to value. Customer Success Managers engage with customers through a combination of success programs and high touch services, delivering the right resources at the right point in the customer journey. Our Customer Success Managers are advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer digital priorities and their Adobe solutions. Customer Success Managers should have an understanding of the capabilities Adobe’s Experience Cloud solutions drive for customers, and the ability to ask relevant questions to meet customers’ specific business objectives.

Responsibilities include:

· Deliver an exceptional customer experience through proactive engagement, applying the right internal resources, and optimally using our Customer success engagement model to meet customer business goals.

· Act as the main point of contact throughout the customer engagement, defining a success plan with clear outcomes and organizing communication across customer executives, business partners and operational resources.

· Monitor customer engagement outcomes relevant to defined success metrics.

· Ensure customers employ guidelines for achieving maximum value.

· Triage risk and create mitigation plans across customers, managing expectations both internally

· Drive adoption of Adobe Experience Cloud solutions, using data to provide insights and progress from baseline through, and up, the maturity curve

· 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.

· Test playbooks and customer success program ideas and monitor results based on defined customer metrics.

· Contribute to Customer Success thought leadership and share out guidelines and feedback across the organization to continuously improve our approach

What You Need to Succeed

· Bachelor’s Degree and/or relevant work experience.

· 2-4 years of customer success or technology consulting experience, preferred experience in digital marketing/digital experience

· Passion for partnering with customers to drive success and measurable outcomes.

· Creative problem solving and the ability to analyze data to spot customer risk.

· Highly motivated and proactive, with a passion for developing new skills and expertise

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

· Effective member of a team and ability to collaborate across Adobe ecosystem

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

· Demonstrate passion for creative problem solving

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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.

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range:

The Canada pay range for this position is $150,200.00 - $195,000.00 annually. Pay within this range may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the pay range 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.

Please note that this job posting is being advertised to fill an existing vacancy.