Customer Success Manager, Creative Cloud
ADUS-AdobeOur 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 Creative 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 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 Creative Cloud in relevant and value-focused ways, ensuring the customer is engaging across the complete Cloud portfolio, including tools such as Acrobat, Sign, Adobe Stock, and Substance 3D, 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 Creative Cloud
Create and deliver product value presentations and point-of-view documents to customer collaborators and executives
Align with internal stakeholders such as Account Managers, 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 Creative Cloud platform including activation, engagement, adoption, expansion, and health score
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
4 + years relevant work experience in sales and/or customer success with a preference for experience in the technology industry and experience with the Creative Cloud
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%
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.
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