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- Tasks: Lead customers through digital transformation and enhance their value from Adobe's solutions.
- Company: Join Adobe, a leader in creativity and innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact by helping businesses thrive with cutting-edge digital solutions.
- Qualifications: 5-10 years in account management, strong communication skills, and a passion for customer success.
- Other info: Dynamic work environment with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
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 accelerating value for customers by understanding their business goals and objectives, designing success plans and establishing 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 minimise 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 and 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 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 of experience in post-sales account management in Digital Marketing (analytics, optimisation/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.
Customer Success Manager employer: Adobe
Contact Detail:
Adobe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former Adobe employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role in Customer Success. Personal connections can give you the inside scoop!
✨Tip Number 2
Prepare for the interview by understanding Adobe's products and how they relate to customer success. Dive deep into case studies or success stories that highlight how Adobe has transformed businesses. This will show your passion and knowledge during the interview.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Adobe family. Let’s get you that Customer Success Manager role!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in digital marketing and account management, and show how you can drive value realisation for our customers.
Showcase Your Communication Skills: Since strong communication is key in this role, use clear and concise language in your application. Demonstrate your ability to convey complex ideas simply, as this will resonate well with us at StudySmarter.
Highlight Your Relationship-Building Skills: We want to see how you've built and maintained relationships at senior levels in your previous roles. Share specific examples that showcase your ability to become a trusted advisor to clients.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Adobe
✨Know Your Customer Success Fundamentals
Before the interview, brush up on the core pillars of customer success: Partnership, Adoption, and Value Realisation. Be ready to discuss how you can apply these principles to help Adobe's clients achieve their business goals.
✨Showcase Your Digital Marketing Expertise
Prepare to talk about your experience in digital marketing solutions, especially in analytics and optimisation. Highlight specific examples where you've driven customer retention and satisfaction, as this will resonate well with the interviewers.
✨Build Relationships, Even Virtually
Since you'll be working with senior-level stakeholders, practice articulating how you build and maintain relationships. Share stories that demonstrate your ability to become a trusted advisor and how you've navigated complex account management scenarios.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and critical issue management. Think of past experiences where you identified ill-defined problems and led initiatives to resolve them, showcasing your tenacity and results-oriented mindset.