Customer Success Manager, Education Segment

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 outstanding digital experiences. We're passionate about empowering people to craft beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen every single day.

We're on a mission to hire the very best and are committed to building extraordinary employee experiences. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

Position summary


Customer Success Managers (CSM) own the post-sales experience at Adobe, driving active use and improving the return on a customer's technology investment. CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building a consultative relationship with the key leaders within that portfolio. Successful CSMs are technology-savvy individuals who have experience with Adobe solutions such as Adobe Creative Cloud, Adobe Document Cloud, Adobe Stock, and Adobe Sign with a clear understanding of the value of those solutions in driving organizational strategies and workflows.

The CSM position includes all of the following aspects:

  • Customer relationship management
  • Project management
  • Customer presentations
  • Product adoption and usage
  • Cultivation of future projects
  • Qualification of new opportunities
  • Frequent interaction with customers, including both executives and end-users

Responsibilities

  • Lead and participate in activities that drive product adoption and customer happiness
  • Proactively manage and address customer issues throughout the deployment process and the duration of the customer lifecycle
  • Coordinate with Adobe Customer Care to ensure timely closure of quality issues
  • Fully understand customer requests, document and engage appropriate resources
  • Identify additional services and solutions opportunities with account team members
  • Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
  • Drive ongoing cadence with customer to report on critical metrics and to raise awareness of Adobe news and events
  • Share results and actionable items with cross-functional partners

Requirements

  • Fanatical about customer success and tenacious at driving long-term customer value.
  • Self-motivated, very responsible, and focused on exceeding customer expectations
  • Passion for Adobe and our portfolio of solutions
  • Exceptional customer skills demonstrated from previous employment
  • Strong and proven track record of successfully managing customer relationships and technical projects
  • Excellent work ethic and leadership skills
  • Excellent verbal and written communication skills
  • Exceptional organizational and presentation skills
  • Comfortable with enterprise and/or educational institutions workflows, terminology, concepts and strategies
  • Capable of facilitating change and ability to excel in high-stress situations

Skills

  • Technical degree or equivalent
  • Strong experience with Adobe's Technology Solutions
  • Experience in the Education market (higher ed) preferred
  • Knowledge of Web development workflows
  • Knowledge of graphic design workflows
  • Knowledge of multi-channel publishing workflows
  • Knowledge of content and asset management workflows


At Adobe, you will be immersed in an extraordinary 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 special Check-In approach where 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 and explore the meaningful benefits 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.

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.

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 and explore the meaningful benefits 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.


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