Senior Customer Success Manager

Adobe; Camden Town; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading digital experience company in Camden Town is seeking a Senior Customer Success Manager to lead customers through digital transformation. The role involves maximising value realisation, building strong relationships with senior stakeholders, and driving customer retention initiatives. Candidates should have a Bachelor's or Master's degree and a minimum of 5 years of experience in post-sales account management within digital marketing. This position offers a dynamic work environment with exceptional employee experiences.

Benefits

Exceptional work environment

Ongoing feedback culture

Meaningful benefits

Qualifications

• Minimum 5 years experienced in post-sales account management in Digital Marketing.
• Strong experience managing a portfolio of large, global, strategic accounts.
• Proven effectiveness driving customer retention initiatives.

Responsibilities

• Lead customers through digital transformation with a clear strategy.
• Maximise value realisation and return on investment from Adobe solutions.
• Track accounts' performance and lead critical issues to resolution.

Skills

Digital Marketing Solutions

Account Management

Customer Retention Initiatives

Communication Skills

Critical Issue Management

Education

Bachelor's or Master's degree

Job description

Our Senior Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi‑regional strategic enterprise accounts by building strong long‑term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerating value for customers by understanding their business goals and objectives, designing success plans and establishing governance frameworks.

As a Senior CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.

What you’ll do:

• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
• Maximise value realisation and return on investment from the solutions and services they buy from Adobe
• Increase solution adoption and usage with a clear plan
• Build positive relationships at senior levels, including C‑Level, within some of the biggest companies in the UK
• Account strategy planning and building success plans to drive loyalty, advocacy and minimise customer attrition
• Track accounts’ performance and lead critical blocking issues with a clear execution plan and drive to get closure
• 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 strong post‑sales strategy for your portfolio of accounts to ensure our customers maximise the value on their investment in Adobe’s solutions
• Provide thought leadership, domain expertise to the customer success organization, our clients and Adobe’s European Customer Success team
• Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services team
• Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight and innovate for customer success
• Become an ambassador for the CSM organization within Adobe and a CSM evangelist across ACS and Sales
• Demonstrate experience of supporting the hiring and ramp‑up process of new recruits into the Customer Success Team

Qualifications and Experience:

• Bachelor’s or Master’s degree or equivalent experience
• Minimum 5 years experienced in post‑sales account management in Digital Marketing (analytics, optimisation/conversion and/or social). Candidates with pre‑sales, marketing/creative agency or consulting background will be considered
• Strong experience in Digital Marketing Solutions and knowledge of the Adobe competitive landscape
• Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level; building and maintaining relationships at most senior levels with assigned accounts, becoming a trusted advisor
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)
• Strong communication skills (written & verbal)
• High level critical issue management
• Able to anticipate and identify ill‑defined problems/issues
• Strong presentation skills at all levels of audience
• Tenacious, personable, high confidence and results oriented
• Adaptable, strong self‑awareness, confidence to hold themselves and others to account based on expectations

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 realise that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity:

Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars: Partnership, Adoption and Value Realisation. At Adobe, you will be immersed in an exceptional work environment that is recognised worldwide 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.