The opportunity:

As a Senior Customer Success Manager (Senior CSM), you will be the driving force behind delivering our unparalleled capabilities, methodologies, and digital transformation expertise to meet our customers’ business objectives. In this pivotal role, you will cultivate strong, positive relationships with customer stakeholders—from operational leaders through C-level and executive decision-makers—delving deep into their unique business needs, use cases, and objectives.

Your mission is to ignite solution adoption by providing invaluable insights into methodologies, solution usage, benchmarking, and identifying barriers. With your guidance, customers will unlock the full potential of their Adobe investment, achieving their business goals and beyond.

Your job will relate to a robust Customer Success chart across your accounts which includes:

• Take ownership of our customers’ overall success with Adobe by driving the growth of Adobe platform adoption, ensuring long-term customer health, and enhancing the value realized from the platform—including leading executive alignment and engagement to sustain long-term value realization.

• Driving mutual understanding of Adobe’s outstanding and groundbreaking “experience business” capabilities and evangelize how those capabilities create long-term value for the customer across various customer business units & organizations.

• Being a customer advocate and driving innovation & process improvement back into the Adobe ecosystem.

• Orchestrating the breadth of Adobe resources to delight the customer in their experience (Technical Account Managers, Delivery/Consulting, Renewals, Customer Support, Product Teams, etc.)

What you’ll do:

Customer Leadership

• Proactively evaluate customer interactions, including product performance, usage depth and breadth, and support experiences. Ensure that valuable feedback is assembled and communicated internally to drive continuous improvement of Adobe products and services.

• Cultivate senior relationships with our top customer stakeholders to ensure executive alignment and provide thought leadership. Lead executive-level engagement, including negotiations and strategic discussions with C-level stakeholders, to influence alignment and decision-making.

• Lead your team in creating and completing effective “get well” plans, ensuring our customers achieve their desired outcomes and beyond.

• Proactively identify and articulate latent or unrecognized customer challenges, translating them into clear business priorities, success criteria, and actionable plans. 

Execution for Results

• Forge a powerful partnership with the sales management team to align on vertical objectives and not just meet, but exceed retention, growth, and satisfaction targets.

• Leading your team to deliver outstanding results on CSM objectives, driving best-in-class key deliverables such as Strategic Business Reviews, Mutual Action Plans, and Dashboards.

• Drive executive-focused value discussions and business outcome alignment within Strategic/Executive Business Reviews, ensuring measurable progress and sustained value realization.

Expertise & Thought Leadership

• Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today.

• Contribute thought leadership and best practices, both internally and externally, around business transformation.

Executive Presence and Influence

• Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required. Lead complex negotiations and discussions with C-level and executive stakeholders while aligning internal leadership to customer priorities.

Scale & Continuous Improvement

• Deliver innovative, repeatable, measurable Customer Success programs.

• Complete a process for continuous improvement, driven by user and customer insights, feedback, and industry research.

What you’ll need to succeed:

• Bachelor’s Degree or equivalent experience or equivalent required and a Master’s degree is a plus

• Validated experience in customer success, or relationship management or management consulting organization with demonstrated, quantifiable experience delivering on significant business value

• Demonstrate a strong executive presence, effectively working with the client executives. Demonstrated experience leading negotiations and strategic discussions with C-level and executive stakeholders.

• Creative problem-solving skills, including understanding the impact and intersection of people, process and technical changes and articulating high-level solutions to address business problems

• Shown organizational, prioritization skills and an ability to work in a highly matrixed environment

• Outstanding executive-level interpersonal and written communication skills, with effectively navigating difficult conversations and mediating to healthy outcomes

• High degree of intellectual curiosity and ability absorb new concepts quickly

• High level of energy and personal drive

• 10+ years of experience in Customer Success, Account Management, or similar customer-facing roles.

• Proven ability to identify, structure, and communicate customer challenges that may not yet be fully recognized by the customer, and translate them into actionable outcomes. 

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.