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Principal Customer Success Manager

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Adobe . Our Digital Experience Customer Success team focuses on delivering exceptional experiences and accelerating value for customers through three core pillars: Partnership, Adoption and Value Realisation. Adobe is on a mission to hire the very best and create exceptional employee experiences where everyone is respected and has access to equal opportunity. We help customers design and deliver digital experiences across every screen.As a Principal CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle. You will maximise value realisation and ROI for complex, multi-regional enterprise accounts by building strong, long-term partnerships with a focus on product adoption. You will advise on strategy, collaborate with internal teams and customer departments, and establish governance frameworks to accelerate value.What you''ll do

Lead customers through digital transformation with a clear view of objectives and KPIs.Enhance value realisation and ROI from the solutions and services they buy from Adobe.Increase solution adoption and usage with a clear plan.Build positive relationships at senior levels, including C-level, within some of the UK''s largest companies.Account strategy planning and building success plans to drive loyalty, advocacy and minimize attrition.Track account performance and lead critical blocking issues with a clear execution plan and drive to closure.Build and grow relationships for Adobe''s strategic portfolio of multi-solution, multi-brand clients at the senior level as a trusted partner.Develop a strong post-sales strategy for your portfolio to maximise value from Adobe''s solutions.Provide thought leadership and domain expertise to the customer success organization, clients and Adobe''s European Customer Success team.Build strong business relationships with Sales, Marketing, Solution Consulting and Professional Services teams.Demonstrate seniority by leading retention and growth initiatives that deliver value and support scalable, delightful customer success.Act as an ambassador for the CSM organization within Adobe and a champion across ACS and Sales.Support the hiring and ramp-up process for new hires into the Customer Success Team.What you''ll need

Bachelor''s degree or equivalent experience.Minimum 5-10 years of post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered.Strong experience in Digital Marketing Solutions and knowledge of Adobe''s competitive landscape.Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level, building and maintaining relationships with senior stakeholders to become a trusted advisor.Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS).Strong written and verbal communications skills.High-level critical issue management ability.Able to anticipate and identify ill-defined problems/issues.Strong presentation skills at all levels of audience.Tenacious, personable, confident and resilient.Adaptable with strong self-awareness and the ability to hold themselves and others to account based on expectations.Adobe is proud to be an Equal Employment Opportunity 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. 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.Seniority level

Mid-Senior levelEmployment type

Full-timeJob function

OtherIndustries

Software Development

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