Job description

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!

The Opportunity
Digital Experience is a major growth area for Adobe. To gain the significant opportunity ahead, Adobe Customer Success needs to own the post-sales customer experience, driving adoption and value realization for our customers. We represent the customers' interest in realizing value with Adobe!
As Customer Success continues to grow, Adobe is looking for innovative ways to engage our customers – from driving the initial launch of new technologies through realizing the expected value and then expanding the partnership. A focus for this role will be in driving customer engagement at scale and providing meaningful engagements with our customers across the entire customer journey.
The evolution of Customer Success is supporting customers through new engagement models and methodologies during their partnership with Adobe. The Sr. Manager will drive he strategy for engaging customers at scale through via a Dynamic Customer Success Model, work with their team to build out the methodologies, engagement points, and artifacts, and lead the team who is engaging these customers. The strategies to employ include data-driven decision-making for when to engage with a customer. Also balancing the event, data, and demand-based engagement opportunities and developing organization around a continuous improvement mentality. Do you have the experience, drive, and passion to make customers successful at Adobe?
What You’ll Do
Lead a team of managers and individual contributors passionate about engaging customers to drive the outcomes developed through the sales motion. Ensure their teams deliver efficiently via strong operational focus, capability development, and alignment with key partners in sales, product, and consulting teams
Responsible for the development of engagement models, methodologies, and offerings that ensure the adoption of Adobe Digital Experience products in the Data & Insights portfolio (Analytics, Target, Customer Journey Analytics, Customer Data Platform, and Audience Manager).
Lead the health and development of the Customer Success practice related to Data & Insights solutions.
Develop thoughtful and strategic motions which engage customers at key points in the Customer life cycle to drive product adoption, value realization, and delight Adobe's customers
Attract, recruit, inspire and retain the best talent
Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives of Fortune 500 companies
Represent the experience of the customer within Adobe
What You Need to Succeed
10+ years of Sr. Manager or above level experience in growing Software or SaaS organization scaling for Enterprise customers, experience in professional services or customer success teams
Experience building a practice and have led at least 20+ person organizations
Strong and proven record of successfully leading customer relationships centered around technical projects and strong commercial partnerships
Be an inspiring leader and shown success in large-scale transformations. Strong change agent
Self-motivated, accountable, and passionate about exceeding customer expectations
Exceptional organizational, presentation, and communication skills both verbal and written in English
Superior communication and social skills. Ability to successfully convey sophisticated ideas and influence customers and colleagues at an executive level
Strong analytical skills to review the health of your business and translate insights into actionable plans.
Superb organizational skills to lead cross-functional teams
Ability to collaborate with other senior executives to achieve shared business objectives
Ability to acquire knowledge of new products in the martech field of measurement, audiences, and personalization; and constructively engage with product leadership to help shape the product roadmap
Ability to lead in an environment of uncertainty, ambiguity, and complexity with diverse partners.
Possible travel up to 30%
Location: Chicago, Dallas, Atlanta, McLean, Boston, Lehi, or Remote United States

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.
If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

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 $165,600 -- $282,600 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.

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.

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