Senior Customer Success Manager

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
Creativity for All
Adobe is a place where exceptional people work - don’t just take our word for it, our employees have recently voted us #1 on the Great Place to Work list for the 10th consecutive year
We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help continue to build your career.
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you.
The Opportunity
The Customer Success Manager (CSM) for SEA DX Accounts is accountable for Adobe’s largest and most complex Customer Experience Cloud relationships. The mission of this team is to be relentless in ensuring customer satisfaction. To build strong partnerships, have a clear understanding of business goals and ultimately ensure our customers see value from their investment with Adobe.
The Senior CSM is responsible for bringing the best of Adobe’s unique capabilities, best practices and digital transformation experience to our customers’ business objectives. In this role, you be cultivating strong relationships across customer executives and senior level decision makers and developing a deep understanding of their unique business needs, use cases and objectives. You will be responsible for driving adoption & mapping value realized to Adobe solutions
- aligning with multiple stakeholders, advising on change management, and risk mitigation with the goal of enabling customers to maximize value from their Adobe investment and achieve their business objectives.

**The Customer Success Manager should excel in**:
Customer Leadership
Proactively assess the interactions with our top customers (product performance, depth and breadth of usage, support experience) and ensure the feedback is gathered and conveyed internally to enable ongoing improvement of Adobe products and services.
Develop positive relationships with our key collaborators to ensure alignment with executives and provide valuable insights to support the team in developing and implementing improvement strategies.
Execution for Results
Partner with sales management team to align on vertical objectives and achieve and exceed retention, growth and satisfaction targets. Ensure team is achieving CSM objectives and crafting high-quality work, including Strategic Business Reviews, Customer Success Plans, and Dashboards.
Experience leading large enterprise accounts over a minimum of $500k USD annually within Financial Services, Telco’s, Airlines in SEA market. Also have handled over 5 accounts simultaneously.
Expertise & Thought Leadership
Drive thought leadership & grow as a leader in one of the most exciting and complex technology fields today.
Promote innovative thinking and standard methodologies, both within the company and in the industry, regarding business transformation.
Lead multi product solution adoption strategy & value realization of a Martech platform.
Executive Presence and Influence
Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required
Scale & Continuous Improvement
Deliver innovative, repeatable, measurable Customer Success programs.
Implement a process for continuous improvement, driven by user and customer insights, feedback, and industry research.
What you’ll do
**Accountability for customer’s overall success with Adobe**: adoption growth of Adobe platform, long term customer health, and Value Realized with the platform whilst maintaining a long term partnership.
Driving mutual understanding of Adobe’s unique and groundbreaking “experience business” capabilities and promote how those capabilities create long-term value for the customer across various customer business units & organizations
Improving solution adoption by providing insights on standard methodologies, solution usage maturity, benchmarking, and identifying and resolving obstacles.
Maintaining regular and appropriate communication and