Principal Customer Success Manager

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Principal Customer Success Manager to join our Digital Media team. In this role, you will work with our customers to build strong partnerships, drive adoption of our emerging solutions, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness, and reveal new growth opportunities. Our team is fueled with a real passion for innovation, growth, and a steadfast dedication to making our customers successful. We hire multifaceted, passionate, and creative individuals who thrive in fast paced environments.

What You'll Do:
Be accountable for Customer’s overall success with Adobe, including renewal readiness, utilization of Adobe solutions, customer health, and satisfaction
Act as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
Collaborate with senior level account collaborators to efficiently implement the customer's strategy and roadmap.
Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
Inspire innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process.
Identify Customer risk, and partner with the Adobe ecosystem team to establish and carry out risk mitigation and improvement strategies.
Serve as the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
Lead ongoing initiatives that help continuously improve our approach and effectively secure our customer’s success.

What you need to succeed:
Bachelor’s Degree and/or relevant work experience
10+ years of related experience in technology success or services (Customer Success, Consulting, Business Development, client-side experience, etc.)
Passion for driving customer success and measurable outcomes
Shown effectiveness handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
Exceptional interpersonal, presentation, and communication skills, both verbal and written
Ability to prioritize, multi-task, and perform under pressure
Strong communication and social skills, with the ability to navigate and mediate conflict and cultivate joint partnerships
Existing knowledge of software in digital marketing and/or digital media space
Expert at Program Management within large organizations, helping to inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans
Effective at leading executive C-level discussions, presentations, meetings, and workshops
Flexibility to travel (approx. 20%)

Get to know the team:
With Adobe’s rich heritage in content creation tools, Adobe is uniquely positioned to deliver an integrated workflow from content creation to monetization. Ultimately, designers, developers, marketers, advertisers, and publishers benefit from a streamlined workflow with analytics and optimization capabilities embedded into the creation tools, enabling the delivery of the right content to the right audience at the right time, regardless of the channel.If you’re looking to make an impact, Adobe's the place! Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the substantial benefits we offer.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on ‘Best Companies’ lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
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 $171,900 -- $289,900 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 $200,200 - $289,900
In New York, the pay range for this position is $200,200 - $289,900

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.

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.