Position

Senior Customer Success Manager (Ultimate Success) – Digital Experience

Business Unit: Adobe Customer Solutions

Location: NCR, India

Our Company

Recognized as a leading software company whose products reach billions globally, Adobe enables everyone, everywhere to imagine, develop, and bring any digital experience to life. From creators and students to small businesses, global enterprises, and nonprofit organizations, customers rely on Adobe products. They use these tools to generate ideas, collaborate, improve efficiency, grow their businesses, and develop outstanding experiences.

Our global workforce of over 30,000 is crafting the future and setting the standard as we drive the next decade of growth. We are dedicated to recruiting top talent and encouraging a company culture in which every employee is motivated to make a difference. At Adobe, we recognize that valuable ideas can originate from any part of the organization. The next big idea could be yours.

The Opportunity

• Join Adobe’s Ultimate Success team as a Senior Customer Experience Manager, where you'll empower clients to bring to bear our groundbreaking technologies. This position is outstanding in its ability to cultivate positive relationships that drive customer satisfaction, retention, and growth. You'll be at the forefront of digital innovation, helping clients achieve their ambitions and implement flawless experiences.

Expectations from the role

• Own and manage a portfolio of existing Digital Experience clients using solutions such as Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, and Real-Time Customer Data Platform (CDP).
• Drive key performance indicators: Product Adoption, Customer Confirmed Value, Customer happiness, Revenue Retention, and Account Growth.
• Ensure clients fully adopt and realize the value of Adobe’s digital experience solutions on a continuous basis.
• Act as the primary owner to drive value for ongoing and new initiatives after client acquisition.
• Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate.
• Collaborate with peers and leaders from diverse groups within the company such as Sales, Marketing, Product, and Engineering.
• Produce regular account updates and quarterly business review reports for customer and internal leadership.
• Keep clients informed about new product releases and relevant features.
• Facilitate client participation in Adobe-sponsored events.

What one needs to succeed

• Customer Success professional with overall 15+ years of experience in Customer-facing roles or as a Martech professional with industry, consulting, or agency experience.
• Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics, personalization, unified customer profiles, SEO, SEM, email/channel marketing, website production, digital strategy, and the Adobe customer insights platform.
• Bachelor’s degree or higher in Business, Marketing, Communications, IT, or related field. Advanced degree or equivalent experience in Business Administration (MBA) preferred.
• Proven track record of scaling operations by introducing scalable processes, optimizations, and automation.
• Excellent executive communication, negotiation, and presentation skills.
• Strong customer relationship management skills and passion for technology, digital innovation, and customer success.
• Growth mindset and positive attitude to deal with change
• Details on portfolio of technologies is provided below
• Data and Insights - Digital analytics (Adobe Analytics or Google Analytics), personalization, CDP (Read here - https://business.adobe.com/solutions/data-insights-audiences.html)
• Customer Journey/Marketing automation - search engine optimization, paid search campaigns, and email or channel-based marketing (Read here - https://business.adobe.com/solutions/customer-journeys.html)
• Content Management - Website production and digital strategy (Read here - https://business.adobe.com/solutions/content-management.html)
• Content Supply chain (Read here : https://business.adobe.com/solutions/content-supply-chain.html,
• Adobe Experience Platform and Gen AI (Read here - https://business.adobe.com/solutions/experience-management-platform.html)
• Personalization at Scale (Read here : https://business.adobe.com/solutions/personalization-at-scale.html)
• Digital Commerce (Read here - https://business.adobe.com/solutions/commerce.html)

Leadership at Adobe

At Adobe, we are committed to encouraging a company culture where every employee is encouraged to contribute meaningfully. Discover more about life at Adobe. Learn about our principles, culture, dedication to people, purpose, and community. Explore Adobe For All, our benefits, the stories we share, the customers we support, and how you can help transform the world through personalized digital experiences.

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 [email protected] or call (408) 536-3015.

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 [email protected] or call +1 408-536-3015. 

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.