Job Description

CUSTOMER SUCCESS MANAGER - Middle East

Duties : Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership, Adoption and Value Realisation.

Our Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives, design success plans and establish governance frameworks.

As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.

What you'll do
• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
• Enhance value realisation and return on investment from the solutions and services they buy from Adobe
• Increase solution adoption and usage with a clear plan
• Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK
• Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition
• Track accounts' performance and lead critical blocking issues with clear execution plan and drive to get closure
• Build and grow relationships for Adobe's strategic portfolio of multi-solution, multi brand clients at the senior level becoming a trusted partner
• Build a strong post-sales strategy for your portfolio of accounts to ensure our customers enhance the value on their investment in Adobe's Solutions
• Provide thought leadership, thought leadership & domain expertise to the customer success organization, our clients and Adobe's European Customer Success team
• Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services teams
• Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight and innovate for customer success
• Become an ambassador for to the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales
• Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team

What you'll need
• Bachelor's degree or equivalent experience
• Minimum 5-10 years experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered
• Strong experience in Digital Marketing Solutions and knowledge of the Adobe's
competitive landscape
• Proven effectiveness managing an account portfolio of large, global, Sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)
• Strong communications skills (written & verbal) & high level critical issue management
• Able to anticipate and identify ill-defined problems/issues with strong presentation skills at all audience levels
• Tenacious, personable, high confidence and results oriented
• Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations

Location: KAFD, Riyadh

Hours of work: 40 hours per week

Education requirement: Degree or equivalent qualification/experience

Experience requirement: Minimum 5 years in SaaS solution environment

Benefits: Private medical insurance; Employee stock purchase plan; Holiday & global well-being days; Allowances plus many more.

Application start and end date: Starting 25th Feb for approx. 4-6 weeks.

Adobe Middle East

Adobe in the Middle East empowers businesses and individuals through creativity and digital transformation. In Saudi Arabia, we support Vision 2030 by driving innovation, developing local talent, and enabling exceptional customer experiences. As the regional headquarters for foreign companies, Adobe serves as a strategic hub for growth and collaboration across markets. Join us to help shape the future of digital experiences in one of the world’s most dynamic economies.

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.