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

Job Description;
The Customer Success Manager (CSM) for Southeast Asia 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 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. You will be responsible for driving adoption & usage of Adobe solutions, stakeholder alignment, 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.

As a Customer Success Manager for Southeast Asia DX Accounts you will drive a robust Customer Success charter across your accounts which includes:
**Accountability for customer’s overall success with Adobe**: renewals, growth of Adobe footprint, customer health, and customer experience.
Driving mutual understanding of Adobe’s unique and transformational “experience business” capabilities and evangelize how those capabilities create long-term value for the customer across various customer business units & organizations
Driving solution adoption by providing insights on best practices, solution usage maturity, benchmarking and diagnosing barriers and solving for those barriers.
Maintaining regular and appropriate communication and governance with both internal and external executive teams to ensure alignment and transparency, inclusive of regular business reviews
Identifying customer risk and work with extended Adobe team to create and execute on “get well” plans
Being a customer advocate and drive innovation, best practices, and process improvement back into the Adobe ecosystem.
Orchestrating the breadth of Adobe resources to delight the customer in their experience (Delivery/Consulting, Adobe Experts, Customer Care, Customer Success Managers, Product Teams, etc.)

**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 captured and conveyed internally to enable ongoing improvement of Adobe products and services.
Develop senior relationships with our top customer stakeholders to ensure executive alignment and provide thought leadership and help team execute on the creation and execution of “get well” plans.
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 delivering on CSM objectives and driving best-in-class key deliverables including Strategic Business Reviews, Customer Success Plans and Dashboards.
Expertise & Thought Leadership
Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today.
Contribute thought leadership and best practices, both internally and externally, around business transformation.

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.
Execute a process for continuous improvement, driven by user and customer insights, feedback, and industry research.

**What you need to succeed**:
Bachelors Degree or equivalent required and a Masters Degree is a plus
9+ years of experience in customer success, relationship management or management consulting organization with demonstrated, quantifiable experience delivering on significant business value
Strong executive presence, including ability to effectively partner with and influence client executives and be a credible and effective C-level advisor
Creative problem-solving skills, including the ability to under