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 reinventing how brands succeed by changing the world through digital experiences. Join us and work with digital marketing leaders and innovators as a trusted executive advisor on creating scalable, useful personalized customer experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Principal Customer Success Manager to join our Adobe Experience Cloud team. To achieve the significant opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager in the Communications, Media, Sport and Travel segment. Your leadership will help your accounts achieve their goals for personalization at scale, unifying voices across Adobe for a cohesive plan of action and quantifying impact along the way. Principal Customer Success Managers deliver an outstanding experience for Adobe’s top customers, including responsibilities for strategic account planning, use case adoption, advocacy, thought leadership, and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling who thrive in fast-paced environments.

What You'll Do:

The Principal Customer Success Manager will be responsible for customer-facing leadership to evangelize strategic and mutual success plans, engagement strategies, standard methodologies, thought leadership and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of your industry's digital marketing needs, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Responsibilities include:

• Accountable for Customer’s overall success with Adobe, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the post-sales leader throughout the Customer’s path to value, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe Experience Cloud products and next generation use cases
• Champion innovation by developing and sharing industry thought leadership
• Identify Customer risk, and collaborate with the extended Adobe team to build and activate “get well” plans
• Be the voice of the customer internally at Adobe – sharing customer’s business challenges, strategic use cases, process improvements and asks back to internal partners, especially feedback on Adobe’s products
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

What you need to succeed:

• Bachelor’s Degree and/or relevant work experience
• 10+ years of Customer Success experience in Enterprise Software, Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Ability to address and resolve conflict
• Track record of influencing change and driving accountability across matrixed organizations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of enterprise software landscape in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 30%)

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.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists (http://www.adobe.com/careers/awards.html ). You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In (http://www.youtube.com/watch?v=hmL6uQZhYhw&list=UUlDSu3-Y4-BfI08784K-P4g&feature=share&index=1 ) approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog (http://blogs.adobe.com/adobelife/ ) and explore the meaningful benefits (http://benefits.adobe.com/ ) we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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.