The Opportunity

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more relevant. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and who harness the power of big data to help companies move from data to insight and insight to action by delivering content that people crave most. We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in encouraging leaders throughout the organization. Adobe is growing and finding new ways to harness the potential of its software and people in a developing digital world.

The Role

Adobe Advertising Cloud is looking for a Customer Success Manager (CSM) to drive active use and value realization on the technology investments of our customers and their programmatic advertising campaigns. CSMs are responsible for ensuring the overall success for a portfolio of DSP accounts and are adept at building a consultative relationship with the key leaders within that portfolio. It is important that CSMs eagerly understand the business climate, strategic goals, and internal workflows of the customers we serve. You will act as a trusted partner to our customers and build positive relationships, help your customers understand how our products and solutions work to help drive usage, and ultimately ensure they realize value from their investment.

What you will do

• Deliver an exceptional customer experience with proactive communication and orchestrate appropriate internal resources to meet and exceed customer business goals
• Lead initial client kick-off and onboarding with a focus on adoption and utilization of Adobe Ad Cloud’s integrations across DX; help bring ‘connected advertising story’ a reality within customers’ campaigns
• Review customer metrics to gain a deeper understanding of account health, drawing conclusions while identifying trends and potential risks, while driving value conversations with customers
• Participating in cross-functional (CP, Integrations, Sales, etc.) account planning, providing ideas on driving around driving growth on accounts
• Proactively communicating with customers on ongoing issues, exploring appropriate sources of information throughout the ecosystem for answers to questions, demonstrating persistence and resourcefulness in gathering data to resolve customer issues
• Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value
• Drawing insight and themes from customer feedback, raising awareness to product teams and others in their ecosystem on feedback that may need action

What you need to succeed

• Must Haves:
  • Bachelor’s Degree and/or relevant work experience
  • 5+ years of Customer Success / Client Services / Account Management experience in Software as a Service, Digital Marketing, Programmatic Advertising (Demand Side Platform, Data Management Platform, Analytics Platform)
  • 2+ years of experience across the Adobe product suite, including Adobe Advertising and Adobe Analytics
  • Deliver an exceptional customer experience with proactive communication and orchestrate appropriate internal resources to meet and exceed customer business goals
  • Lead client kick-off and onboarding calls with a focus on adoption and utilization of Adobe Ad Cloud’s integrations across Adobe’s Customer Experience Orchestration Products; help bring ‘connected advertising story’ a reality within customers’ campaigns
  • Review customer metrics to gain a deeper understanding of account health, drawing conclusions while identifying trends and potential risks, while driving value conversations with customers
  • Participating in cross-functional (Client Partner, Adobe integrations, sales, etc.) account planning, providing ideas on driving around driving growth on accounts
• Nice to Have:
  • Passion for driving customer success and measurable outcomes
  • Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster partnership
  • Strong consulting skills and proven results working as a trusted advisor to drive business value for clients
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Existing knowledge of software in digital marketing and/or digital media space
  • Strong client relationship skills and ability to interact at all levels of the organization
  • Possess passion, energy, enthusiasm to get results, bias toward action

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.

 

Expected Pay Range:

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $105,300 -- $178,400 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

 

In California, the pay range for this position is $123,200 - $178,400 In New York, the pay range for this position is $123,200 - $178,400 In Illinois, the pay range for this position is $110,400 - $159,900

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.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.