Principal 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!

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!

Principal Customer Success Manager, Digital Experience Cloud, UKI

The Opportunity

At Adobe, we push boundaries and redefine the way businesses connect with their customers. In this role, you will play a crucial role in driving digital transformation and maximizing value for our strategic enterprise accounts. You will have the outstanding opportunity to collaborate with some of the largest and most bold companies in the UK, assisting them in achieving their goals through Adobe’s innovative solutions.

We are seeking an experienced CSM to successfully navigate our customers through their digital journey, ensuring they achieve their objectives and deliver outstanding value. Your role will be crucial in establishing long-term partnerships, driving product adoption, and implementing strategic success plans. If you are dedicated to making a difference and thrive in a collaborative environment, this is the opportunity for you!

What you’ll do

• Lead customers through digital transformation, understanding customer objectives and key performance indicators.
• Improve value realization, solutions adoption and their return on investment.
• Build positive relationships at senior levels, including C-Level.
• Build and grow relationships for Adobe’s strategic portfolio of multi-solution, multi-brand clients at the senior level, becoming a trusted partner.
• Build a comprehensive post-sales strategy for your portfolio of accounts to ensure our customers increase the value of their investment in Adobe's Solutions and champion dedication, advocacy, and minimise attrition.
• Develop strong business relationships with our Sales, Marketing, Solution Consulting, and Professional Services teams.
• Become an ambassador for the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales.

What you need to succeed

• Degree, or equivalent experience, required.
• Experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion, and/or social) and knowledge of Adobe’s competitive landscape. Candidates with pre-sales, marketing/creative agency, or consulting background will be considered.
• Demonstrated efficiency in successfully handling a diverse portfolio of large, global, sophisticated, and strategic accounts at a senior level. Establishing and cultivating relationships at the highest levels with assigned accounts, establishing a reputation as a reliable consultant, including high-level critical issue management.
• Confirmed experience driving customer retention initiatives, achieving high retention rates and customer happiness (NPS).
• Strong communication and presentation skills (written & verbal) at all levels of audience.
• Adaptable with strong self-awareness, confidence to hold themselves and others to account based on expectations. Persistent, approachable, self-assured, and focused on achieving goals.

At Adobe, you will be immersed in an outstanding 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 exceptional 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 significant benefits we offer.

Adobe is an equal opportunity employer. We encourage diversity in the workplace regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

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.

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.