COMPLETE Principal Customer Success Manager, Digital Media - San Jose

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 Challenge:

Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.

We are hiring for 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 products/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 relentless dedication to making our customers successful. We hire dynamic, passionate, and creative individuals who thrive in fast paced environments.

What You'll Do:

• Accountable for Customer’s overall success with Adobe, including renewal readiness, adoption of Adobe solutions, customer health, and satisfaction
• Act as a trusted Customer point of contact throughout the Customer’s lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Effectively network within accounts to achieve successful execution of the customer's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe Digital Media products – using data to provide insights and progress from baseline through the maturity curve
• Foster 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 work with extended Adobe team to create and execute on “get well” plans
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently 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 (Customer Success, Consulting, Business Development, Sales Engineering, client-side experience, etc.)
• Passion for driving customer success and measurable outcomes
• Proven effectiveness managing an account portfolio of large, complex, and strategic accounts at a senior level
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships
• Existing knowledge of software in digital marketing and/or digital media space
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Tried effectiveness at leading and facilitating executive meetings and workshops
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions and presentations
• 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 $155,900 -- $279,100 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.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.