Customer Success Engineer

Adobe Systems GmbH; Ottawa; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in digital marketing solutions is seeking a Customer Success Engineer in Ottawa. The role focuses on client relationship management and requires proficiency in Adobe Experience Manager as well as technical operations. Ideal candidates will possess both technical expertise and experience in managing client relationships in a high-pressure environment. Opportunities for career growth and access to a supportive work culture abound at Adobe.

Qualifications

• Eligibility for Canadian Government Top Secret security clearance.
• Proficiency in front-end development skills (JavaScript, CSS).
• Experience with operational monitoring tools.

Responsibilities

• Maintain communication with clients and manage expectations.
• Assist clients in achieving business objectives.
• Collaborate with internal teams to support production websites.

Skills

Client success

Digital marketing

Linux

JavaScript

CSS

Cloud management

Presentation skills

Education

Master's or advanced degree

Tools

AWS

Azure

GCP

New Relic

Splunk

Job description

JOB LEVEL

P40

EMPLOYEE ROLE

Individual Contributor

The Challenge

Adobe Managed Services provides digital marketing solutions for strategic customers who deliver a digital marketing presence via Adobe Experience Manager (AEM). Customer Success Engineers (CSEs) partner with their assigned customers to drive value, ROI, and help achieve marketing goals. CSEs understand business and technical requirements, build long-term relationships, and develop and operate AEM cloud solutions that satisfy customers and meet SLAs.

***This role requires the ability to obtain a Top Secret security clearance, hands-on Linux experience, and front-end development skills.

This position includes:

Strategic client relationship management. CSEs are assigned as technical advisors for 5-7 customers using Adobe Experience Manager and other digital marketing products.

The role is:

Client-facing (building long-term relationships), Keyboard-facing (technical operations), and Colleague-facing (developing expertise and collaborating with peers).

CSEs act as trusted advisors, facilitating projects and initiatives, and interacting frequently with clients, including Directors from Fortune 500 companies.

What CSEs do:

Maintain communication with clients, provide status updates, and manage expectations. Assist clients in achieving business objectives by guiding resources, customizing solutions, and coordinating technical changes.

Collaborate with internal teams to meet mutual objectives, support production websites, resolve technical issues, and lead customer support efforts. Drive strategic roadmaps for clients and Adobe Managed Services, and work with teams provisioning and managing cloud services.

The ideal candidate will:

• Have a passion for digital marketing and client success, with a proven track record in managing client relationships and technical projects.
• Be self-motivated, dedicated to exceeding client expectations, and knowledgeable about enterprise internet business models and strategies.
• Adapt to change, handle high-stress situations, and act responsively.
• Possess excellent social, presentation, and communication skills.

Required Qualifications:

• Eligibility for Canadian Government Top Secret security clearance.
• Knowledge of Adobe Experience Manager (AEM) and DMA products.
• Proficiency in cloud platforms (AWS, Azure, GCP) and cloud management tools.
• Experience with Linux, Apache, CDN, WAF, DNS, Java applications, Load balancing.
• Front-end development skills in JavaScript and CSS.
• Experience with operational monitoring tools (e.g., New Relic, Splunk).

Preferred considerations:

• Masters or advanced degree or equivalent experience.
• Experience managing Fortune 500 accounts.
• Knowledge of digital marketing technologies.
• Background in SaaS or Managed Services customer success.
• Experience in secure environments like FSI verticals.

Internal Opportunities

We value creativity, curiosity, and continuous learning. We encourage you to pursue new opportunities at Adobe.

How to apply:

1. Update your Resume/CV and Workday profile.
2. Visit the Internal Mobility page to learn about the process and set job alerts.
3. Use tips to prepare for interviews.
4. If applying outside your current country, review International Resources for Relocating Employees and related benefits.

After applying via Workday, expect contact within 2 weeks. Inform your manager if you proceed to interviews. Join Adobe to make an impact and grow your career. Learn more on the Adobe Life blog and explore our benefits.

Adobe is an Equal Employment Opportunity employer. We do not discriminate based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or other protected characteristics. Learn more

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