Manager, Customer Success

Nothing makes us happier than when our enterprise customers are wildly successful with their Adobe software. That path to success is navigated through a partnership between the customer and their Adobe Customer Success Manager (CSM). CSMs work with their accounts to define key success metrics and plan out how they will partner to accomplish them.

We are looking for an exceptional leader to helm a Corporate CSM team for Adobe Sign in North America. The goal of this team is not just renewals and upsells-it's about thinking like the customer-understanding their goals, and clearing the way for them to succeed.

We are seeking a positive thinker with mad people skills-someone creative enough to design compelling programs that will scale, with leadership and change management skills to put those programs into effect, and with business and operational savvy to capture and report on effectiveness.

The CSMs you will manage are individual contributors responsible for ensuring the overall success for a portfolio of accounts. This is an "inside" CSM team with each CSM carrying anywhere from 30 to several 100 accounts and a book of business ranging from $1M-$5M in annual recurring revenue.

Is this you?

"Problem solver. People motivator."

Is the concept of goal-setting and progress-reporting something you like and do well? Are you familiar with Adobe Document Cloud and Adobe Sign? Are the intricacies and inner workings of large corporations second nature to you? Are you an experienced people manager? If yes, then we would love to meet with you.

What You'll do

  • Develop client success programs to meet the needs of CSMs supporting a book of business
  • Provide leadership and mentoring to team members and peers
  • Ensure the team is provided soft skill and technical enablement as needed
  • Participate with Adobe CSM Management to develop and refine best practices
  • Maintain up-to-date knowledge of Adobe's and related technology and be able to clearly articulate business value
  • Share a clear, compelling vision of Adobe's future and share the alignment between individual, team, organization and company goals
  • Play a direct role in departmental planning and budgeting
  • Identify, hire, develop and retain talent
  • Clarify roles, responsibilities, and job expectations to enable success
  • Model Adobe values-show consistency between words and actions
  • Put the customer at the heart of every interaction
  • Provide challenging work, stretch assignments and internal opportunities to broaden experience and expertise
  • Ensure that CSMs understand how to work cross-functionally with external customers, partners and a host of internal parties
  • Make development planning and development discussions a key priority
  • Ensure communication, reporting and operational activities are handled in a consistent, timely, accurate manner internally and externally
  • Manage critical product segment issues with Business Unit for resolution
  • Work in partnership with sales management to achieve and exceed renewal goals.


What you'll need to succeed

  • Bachelors Degree or equivalent strongly preferred, Masters Degree or above is a plus
  • 5+ years of related experience in technology (customer success, consulting, business development, sales engineering, client-side experience, etc.)
  • 3+ years experience building, leading and managing a technology organization
  • Strong interpersonal skills and desire to work in a dynamic and fast-paced environment
  • Ability to work autonomously, be self-motivated and a strong team leader
  • Highly articulate with a consultative approach to business problems
  • Responsiveness is key!
  • Willing to adapt as necessary to accommodate changes in industry and company direction
  • Demonstrates competence in resolving conflicts and reaching compromise with others
  • Ability to quickly learn new technology and translate the features of a range of products into business benefits and TCO
  • Excellent verbal and written communication skills at all levels
  • Some travel required


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 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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