COMPLETE Sr. Manager, Adobe Customer Success - 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 Opportunity

Nothing makes us happier than when our enterprise customers are wildly successful with their Adobe software. That path to success is navigated through a partnership between the customer and their Adobe Customer Success Manager (CSM). CSMs work with their accounts to define key success metrics and plan how they will partner to accomplish them. The goal is not just retention and growth, it's about thinking like the customer: understanding their goals and consistently delivering value.

We are looking for an outstanding leader to helm a CSM team for Adobe Creative Cloud solutions in North America. Adobe Creative Cloud provides resources for creative projects — photography, graphic design, video editing, UX design, drawing and painting, social media, and Generative AI-powered content creation with Adobe Firefly. The goal of this team is to activate customers in their solutions as quickly as possible, drive adoption of the software within the client base, and implement an engagement plan that drives a successful partnership.

We are seeking a positive thinker, a problem solver, and an inspiring digital transformation leader: someone creative enough to design compelling programs that will scale, with leadership and organizational change management skills to put those programs into effect, and business and operational savvy to bring together and report on efficiency and effectiveness. You will have individuals on your team responsible for outcome driven engagements determined by customer needs, helping us achieve our Customer Success mission of accelerating value for our customers.

What you'll Do

• Apply Adobe’s Customer Success Manager charter and engagement model, focused on activities that drive customer satisfaction and product adoption
• Share a clear, compelling vision of our future emphasizing the alignment between individual, team, organization, and company goals
• Maintain up-to-date knowledge of Adobe’s Creative Cloud and related technology and be able to clearly articulate business value
• Foster innovation by sharing new ways customers can use Adobe’s Creative Cloud to advance their digital maturity
• Develop and govern client success programs supporting engagements driven by data insights and collaborating with cross-functional partners
• Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally
• Identify, hire, develop, mentor, inspire, and retain the best talent
• Model Adobe values—show consistency between words and actions

What you need to succeed

• 10+ years of related experience in technology (Customer Success, Consulting, Business Development, Sales Engineering, client-side experience, etc.)
• 5+ years of experience building, leading and running a creative organization
• Track record of creating innovative and sound strategies to drive value within an existing customer base
• Be an inspirational leader with shown success leading impactful teams
• Ability to convey sophisticated ideas and influence customers and colleagues at an executive level
• Ability to quickly learn new technology and translate the features of a range of products into business benefits
• Ability to work autonomously, take initiative, and be a strong team leader
• Highly articulate with a consultative approach to business problems
• Willingness to travel as necessary to build strong customer relationships
• Bachelor’s degree or equivalent practical experience preferred, Master’s degree or above is a plus

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 $145,800 -- $267,500 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.