Principal Customer Success Manager

Principal Customer Success Manager (Ultimate Success)

Join Adobe's Ultimate Success team in a Senior Customer Success Manager role, where you'll empower clients to bring to bear our groundbreaking technologies. This position is outstanding in its ability to cultivate positive relationships that drive customer satisfaction, retention, and growth. You'll be at the forefront of digital innovation, helping clients achieve their ambitions and implement flawless experiences.

Expectations from the role:

• Own and manage a portfolio of existing Digital Experience clients using solutions such as Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, and Real-Time Customer Data Platform (CDP).
• Drive key performance indicators: Product Adoption, Customer Confirmed Value, Customer satisfaction, Revenue Retention, and Account Growth.
• Ensure clients fully adopt and realize the value of Adobe's digital experience solutions on a continuous basis.
• Act as the primary owner to drive value for ongoing and new initiatives after client acquisition.
• Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate.
• Collaborate with peers and leaders from diverse groups within the company such as Sales, Marketing, Product, and Engineering.
• Produce regular account updates and quarterly business review reports for customer and internal leadership.
• Keep clients informed about new product releases and relevant features.
• Facilitate client participation in Adobe-sponsored events.

What one needs to succeed:

• Customer Success professional with overall 15+ years of experience in Customer-facing roles or as a Martech professional with industry, consulting, or agency experience.
• Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics, personalization, CDP, SEO, SEM, email/channel marketing, website production, digital strategy, and Adobe Experience Platform.
• Bachelor's degree or higher in Business, Marketing, Communications, IT, or related field. Advanced degree or equivalent experience in Business Administration (MBA) preferred.
• Proven track record of scaling operations by introducing scalable processes, optimizations, and automation.
• Excellent executive communication, negotiation, and presentation skills.
• Strong customer relationship management skills and passion for technology, digital innovation, and customer success.
• Growth mindset and positive attitude to deal with change
• Details on portfolio of technologies is provided below:
• Data and Insights - Digital analytics (Adobe Analytics or Google Analytics), personalization, CDP
• Customer Journey/Marketing automation - SEO, SEM, email/channel marketing
• Content Management - Website production and digital strategy
• Content Supply chain
• Adobe Experience Platform and Gen AI
• Personalization at Scale
• Digital Commerce