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Customer Success Manager, Document Cloud


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

Customer Success Managers (CSM) own the post-sales customer experience at Adobe, driving active use and maximizing the return on a customer’s technology investment. Document Cloud CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building consultative relationships with the key customer stakeholders within that portfolio.

We are looking for a technology-savvy individual who has experience with digital transformation and business productivity solutions and excels at customer relationship management. While driving product adoption and usage, the CSM should also become a trusted advisor to their clients.

What You’ll Do

  • Lead and participate in activities that drive product adoption of Adobe Document Cloud solutions and ensure customer satisfaction
  • Proactively manage and address customer issues throughout the deployment process and the duration of the customer lifecycle
  • Fully understand and document customer requests, and engage with appropriate resources across the Adobe ecosystem
  • Partner with account team members to identify expansion opportunities and additional services and solutions
  • Develop and implement tailored programs that provide continued value to the customer, ensure renewals, and drive long-term account growth
  • Drive ongoing cadence with customer stakeholders to align on top priorities and business objectives,report on critical metrics, and to raise awareness of Adobe news and events
  • Share results and meaningful items with cross-functional partners

What You’ll Need to Succeed

  • 3+ years of related experience in SaaS technology (Customer Success, Consulting, Sales, Business Development, Sales Engineering, client-side experience, etc.)
  • Excellent communication, presentation, and negotiation skills (verbal and written)
  • Fanatical about ensuring customer success and tenacious at driving long-term customer value
  • Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
  • Passion for Adobe and our portfolio of solutions
  • Exceptional customer facing skills demonstrated from previous employment
  • Strong and proven track record of successfully managing customer relationships and technical projects
  • Comfortable with enterprise workflows, terminology, concepts, and strategies
  • Capable of facilitating change and ability to excel in high-stress situations

Pursuant to the Colorado Fair Pay Act, below is a summary of compensation elements for this role at the company if based in Colorado.

Colorado Starting Salary: $110,600 – $143,600

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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Customer Success Manager, Document Cloud

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