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Customer Success Manager

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Adobe

10d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Melbourne

AI generated summary

  • You should have a Bachelor's degree, 5+ years in Customer Success for SaaS, strong communication and consulting skills, digital marketing knowledge, and program management experience. Travel flexibility needed.
  • You will ensure customer success, drive product adoption, define success plans, manage communication, identify risks, and share insights to enhance experience and industry knowledge.

Requirements

  • Bachelor’s Degree and/or relevant work experience
  • 5+ years of Customer Success experience in Software as a Service, Digital Marketing
  • Passion for driving customer success and measurable outcomes with proven success guiding 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 in a fast-paced environment
  • 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 inspire change across groups by engaging key partners
  • Effective at leading executive C-level discussions and presentations
  • Flexibility to travel (approx. 10%)

Responsibilities

  • Accountable for Customer’s overall success with Adobe, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
  • Act as the central point of contact throughout the Customer’s lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
  • Network within accounts 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, track and evolve customer business goals
  • Drive adoption of Adobe products – using data to provide insights and progress from baseline through the maturity curve
  • Champion innovation by sharing industry trends and new ways your customers can use Adobe solutions to advance their digital maturity
  • Identify Customer risk, and collaborate with the extended Adobe team to build and activate “get well” plans
  • Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
  • Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach

FAQs

What is the role of a Customer Success Manager at Adobe?

The Customer Success Manager is responsible for leading the post-sales customer experience, driving adoption and value for customers, and ensuring an exceptional customer experience throughout their lifecycle.

What qualifications are needed for the Customer Success Manager position?

A Bachelor's Degree and/or relevant work experience, along with 5+ years of Customer Success experience in Software as a Service or Digital Marketing, are required for this role.

What are the primary responsibilities of a Customer Success Manager?

Responsibilities include account management, strategic planning, engagement strategies, customer health tracking, driving product adoption, and acting as the voice of the customer within Adobe.

Is travel required for this position?

Yes, the role requires flexibility to travel approximately 10%.

What type of experience is preferred for candidates?

Candidates should have experience in customer success, particularly within digital marketing or the software-as-a-service industry, and a passion for driving measurable outcomes for customers.

What kind of benefits does Adobe offer to its employees?

Adobe offers market-leading employee benefits, including health insurance, global days off, a wellness fund, parental leave, stock purchase programs, and career development opportunities.

Are there opportunities for career growth in this role?

Yes, Adobe is committed to fostering employee career growth and development based on individual goals, providing various opportunities for advancement.

How does Adobe support diversity and inclusion in the workplace?

Adobe aims to create a diverse and inclusive workplace by promoting fair-pay practices and supporting Employee Networks, ensuring that all employees feel included.

What is Adobe's commitment to corporate social responsibility?

Adobe encourages employee engagement in corporate social responsibility through various programs that allow employees to make a bigger impact via philanthropy and community involvement.

How does Adobe accommodate individuals with disabilities?

Adobe ensures reasonable accommodation for individuals with disabilities during the job application process, within essential job functions, and to receive other employment benefits.

Technology
Industry
10,001+
Employees
1982
Founded Year

Mission & Purpose

Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and we’re changing the world through digital experiences.