Customer Success Manager

Adobe; Xico; On-site; MXN 1,000,000 - 1,800,000; Full time

Job summary

Adobe is seeking a seasoned Customer Success Manager to lead strategic enterprise accounts across Latin America from Mexico City. You will define success metrics, align teams, drive adoption, and ensure measurable business impact for top customers.

You’ll coordinate Sales, Technical Account Management, Support, Product, Engineering, and Partners to renew and grow accounts while minimizing risk and elevating customer satisfaction.

Qualifications

• Experience managing strategic relationships with large and complex enterprise customers.
• Ability to build credibility with business leaders and technical collaborators.
• Strong business insight and the ability to understand customer strategy, financial drivers, transformation priorities, and organizational challenges.
• Demonstrated skill in linking technology adoption to quantifiable business results.

Responsibilities

• Build relationships with executives, business owners, and key collaborators across complex enterprise organizations.
• Develop understanding of each customer's business strategy, priorities, transformation agenda, and success measures.
• Translate objectives into clear success plans, measurable outcomes, priorities, achievements, and shared accountability.
• Own the customer success plan and Mutual Action Plan, tracking progress, risks, dependencies, and value.
• Lead business reviews and strategic conversations connecting Adobe investments to adoption and outcomes.
• Assess customer health, adoption, and relationship strength, identify risks, and coordinate recovery plans as needed.
• Coordinate Adobe resources across Sales, Technical Account Management, Support, Product, Engineering, Professional Services, and partners.
• Support renewal and growth strategies by articulating customer outcomes, value realized, opportunities, and risks.

Skills

Strategic relationships

Executive alignment

Cross-functional coordination

Communication skills

Spanish & English

Job description

Customer Success Manager

The Opportunity

Adobe is looking for an experienced Customer Success professional to join our team in Mexico City. You will support strategic enterprise clients across Latin America, with a focus on customers in the northern part of the region. Help customers define success measures, establish baselines, and capture evidence of business impact and value realization.

You will manage customer engagement and coordinate Adobe teams and partners in support of customer priorities. Success is defined by greater adoption, quantifiable business value, decreased risk, customer confidence, and sustained growth. This position requires strong business knowledge, organized problem-solving, and expertise in aligning teams across complex organizations.

What You'll Do

• Build positive relationships with executives, business owners, and key collaborators across complex enterprise organizations.
• Develop a deep understanding of each customer's business strategy, priorities, transformation agenda, and success measures.
• Translate customer objectives into clear success plans, measurable outcomes, priorities, achievements, and shared accountability.
• Own the customer success plan and Mutual Action Plan, maintaining access to progress, risks, dependencies, and value.
• Lead business reviews and strategic conversations that connect Adobe investments to adoption, business outcomes, realized value, risks and future priorities.
• Assess customer health, adoption, and relationship strength, identifying risks early and coordinating recovery plans when needed.
• Translate customer goals into success measures and business impact.
• Coordinate Adobe resources across Sales, Technical Account Management, Support, Product, Engineering, Professional Services, and partners.
• Support renewal and growth strategies by clearly articulating customer outcomes, value realized, opportunities, and risks.

What You’ll Bring

• Experience managing strategic relationships with large and complex enterprise customers.
• Proven ability to build credibility with business leaders and technical collaborators.
• Strong business insight and the ability to understand customer strategy, financial drivers, transformation priorities, and organizational challenges.
• Demonstrated skill in linking technology adoption to quantifiable business results and expressing value in ways that appeal to business leaders.
• Strong consultative, analytical, and problem-solving skills, including active listening, structured questioning, and constructive challenge.
• Experience building strategic account or success plans that connect business objectives, measures, initiatives, collaborators, dependencies, and outcomes.
• Ability to navigate complex collaborator environments and coordinate cross-functional teams in a matrixed organization.
• Excellent communication and storytelling skills.
• Knowledge of digital experience, customer journeys, personalization, data and analytics, content, marketing technology, and omnichannel customer experience.
• Proficient Spanish and English are required

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our , , , comprehensive , the , the we serve, and how you can help us advance our mission of empowering everyone to create.