Customer Success Manager

Adobe Inc.
United States, New York, New York
Sep 23, 2024
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 We are looking for a Customer Success Leader to join our Growth CS Organization. You will lead a group of Customer Success Managers focused on our Substance 3D Product in the Creative Cloud ecosystem and work directly with our customers to build strong partnerships, deliver product presentations, drive adoption of Substance and Creative Cloud, and help customers realize tremendous value from their investment. What You'll Do Product Expertise Maintain deep product knowledge and customer standards in our Substance 3D business across our Enterprise and Corporate segments Work with your CSMs to manage their portfolios of business to ensure customer health, renewal and expansion of their Substance 3D investments Help build CS infrastructure and process that amplifies the team's work and provides cross functional visibility about the health of Substance customers Align with internal leaders in sales, solutions consultants, and product marketing to guide customer through successful purchase and launch. Adoption & Value Drive your team's accountability for overall customer success with Adobe's Substance 3D platform including activation, engagement, adoption, expansion, health score and renewal Represent the voice of the customer internally to improve customer and product experience. Champion the concept of 3D maturity with our customers and build programs that help our customers become more aware, fluent, and invested in 3D creative technology Identify key customers at risk of deployment and create get-well plans Leadership Hire, empower, mentor, and provide coaching and training to increase efficacy of employee skills Collaborate with Sales, Support, Operations, and Product marketing teams to create seamless customer experience Provide critical feedback to Senior Leaders to support growth within the organization Track and manage customer health across the entire portfolio of Substance 3D business and partner with Sales leadership to drive growth in the business What You'll Need To Succeed Experience & Skills 5 + years relevant work experience in customer success or sales with preference for experience in the technology industry. 1+ year leading a team. Familiarity with 3D technology is a plus Strong history of successfully navigating customer challenges to resolution. Previous experience working as a trusted advisor to drive business value and expansion opportunities. Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations. Strong history of quota or customer success metric achievement. Bachelor's Degree or equivalent experience. Professional Attributes Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments. Communicative: Exceptional organizational, presentation, and people interpersonal skills. Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships. Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite 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 positionis $145,800 -- $269,900 annually. Paywithin this range varies by work locationand 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 anEqual Employment Opportunityand 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, emailaccommodations@adobe.comor 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.