AEM Customer Success Manager

Cox Purtell; Sydney; Hybrid; AUD 130,000 - 180,000; Full time

Job summary

Cox Purtell is seeking an AEM Customer Success Manager based in Sydney, offering hybrid work. You will manage a portfolio of enterprise customers, focusing on adoption, value delivery, and ROI. The role requires deep Adobe AEM expertise, strong stakeholder skills and experience with large multinational clients.

You will run fixed-scope engagements, develop value summaries, and share best practices through workshops, shaping digital maturity across the product suite.

Qualifications

• Five+ years of relevant experience in digital/customer success environments.
• Experience with enterprise SaaS and large multinational clients.
• Strong communication and stakeholder management skills.

Responsibilities

• Own and manage a portfolio of enterprise customers, driving adoption and value.
• Lead fixed-scope engagements and deliver measurable outcomes.
• Convey customer value through value summaries with stakeholders.
• Lead workshops and advisory sessions to share best practices.
• Analyze adoption data to identify improvements and feed insights back.

Tools

Adobe AEM

EDS

Job description

AEM Customer Success Manager

About the client

Our client is a global software company whose digital experience products sit behind some of the most recognisable brands and websites in the world. Their APAC Customer Success team works with a large enterprise portfolio, helping organisations get genuine commercial return from significant technology investments. The culture is collaborative, data-informed and genuinely customer-obsessed, with the scale and structure you would expect from a major multinational and the autonomy to shape how you work. This is a permanent role based in Sydney CBD with hybrid working.

About the role

As a Solutions Customer Success Manager you will act as the trusted advisor across a portfolio of enterprise customers, working in a dynamic one-to-many model through fixed-scope engagements. Your focus is adoption and value: quickly pinpointing where a customer is underusing their solutions, running the engagement that closes that gap, and evidencing the outcome in a value summary co-owned with your stakeholders. You will work across the enterprise book of business to reach the customers who need help most, ideally before they know they need it. It is a role for someone who enjoys deep product expertise, commercial conversations and the pace of moving between engagements rather than sitting on a single account.

Duties

• Own overall customer success across an enterprise portfolio, driving feature adoption, improving customer health and evidencing confirmed value delivered.
• Scope and deliver fixed-timeframe engagements, identifying specific areas of improvement and executing against them within the agreed scope.
• Align engagement outcomes to value summaries co-owned with key customer stakeholders, so customer value and commercial value move together.
• Run customer workshops and advisory sessions that showcase best practice and new ways to extend digital maturity across the product suite.
• Analyse adoption data and customer feedback to spot patterns, recommend improvements and surface areas of unmet demand, then feed that intelligence back internally as the voice of the customer.

Requirements

• Five or more years of relevant experience, ideally across digital or experience marketing, content management or customer journey management.
• Two or more years of hands-on solution expertise with Adobe Technology in AEM sites and AEM assets including EDS.
• Background in a large SaaS environment or another major multinational, working with enterprise-scale customers.
• Working knowledge of AI and agent capabilities, with content supply chain and modern delivery architecture exposure highly regarded.
• Proven track record as a trusted advisor, translating product capability into business ROI and measurable customer value.
• Consulting or business consulting experience, with the commercial mindset to hold value conversations at a senior level.
• Strong stakeholder and interpersonal skills, including the ability to navigate and mediate conflict and build durable partnerships.
• Ability to prioritise across multiple concurrent engagements and perform effectively under pressure.
• Excellent written, verbal and presentation skills.
• Flexibility to travel approximately 20% of the time.
• Bachelor's or master's degree.
• Full Australian working rights.