Customer Success Advisor

Cypress HCM; Chicago (IL); Remote; USD 74,000 - 105,000; Full time

Job summary

Cypress HCM is seeking a Customer Success Advisor to drive adoption and value realization across a portfolio of Adobe Experience Cloud customers. The role blends advisory, metrics, and account stewardship to accelerate maturity and opportunities for retention and expansion.

You will manage client relationships, align success criteria with measurable value, and engage stakeholders to reinforce adoption strategies throughout engagements.

Qualifications

• Bachelor's degree required.
• 6-8 years in Customer Success, Account Management, or consulting.
• Experience with value realization, ROI, and success metrics.
• Familiarity with Adobe Experience Cloud or similar platforms.

Responsibilities

• Client Relationship Leadership: Conduct proactive customer outreach using the CSA model and health-based criteria.
• Understand customer objectives, success criteria, and value realization opportunities.
• Build relationships with key stakeholders and monitor account sentiment, adoption, and health.
• Respond promptly to inquiries and coordinate resources as needed.
• Translate client goals into Value Realization Programs with metrics and milestones.
• Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
• Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
• Develop use cases to address customer needs and identify attrition risks, opportunities, and value gaps.

Skills

Communication skills

Analytical skills

Change management

Education

Bachelor's Degree

Tools

Gainsight

Job description

Job Details

• Duration: 11/09/2026 - 05/07/2027 (Contract)
• Team: Customer Success Advisor
• Location: Fully Remote
• Duration: 11/09/2026 - 05/07/2027 (Contract)
• Team: Customer Success Advisor

Job Overview

• The Customer Success Advisor (CSA) drives customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers.
• Blends customer success advisory, value measurement, stakeholder engagement, and account stewardship to accelerate customer maturity and identify opportunities that support retention and expansion.
• Performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements to demonstrate measurable value throughout the engagement lifecycle.

Responsibilities

• Client Relationship Leadership: Conduct proactive customer outreach using the CSA digital engagement model and health-based criteria.
• Understand customer business objectives, success criteria, and value realization opportunities.
• Build relationships with key operational stakeholders and monitor account sentiment, adoption, and health.
• Respond promptly to reactive customer inquiries and coordinate resources as needed.

Value Realization Execution

• Translate client goals into Value Realization Programs with metrics and milestones.
• Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
• Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
• Develop use cases to address customer needs and identify attrition risks, opportunities, and value gaps early.

Lead Generation & Opportunity Identification

• Surface early-stage solution upsell opportunities and provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem.
• Deploy digital programs such as thought leadership, events, and training; contribute insights to Strategic Business Reviews and share adoption scores and next best actions.

Communication & Stakeholder Management

• Communicate effectively across business, technical, and executive audiences; engage sponsors and stakeholders to reinforce adoption strategies.
• Provide structured meeting documentation and value updates; maintain Account & Solution Health summaries and planning in systems.
• Problem Solving & Customer Advocacy: Troubleshoot adoption and measurement challenges; monitor and elevate technical issues; activate CERT for major escalations.
• Intervene early to prevent attrition risk and develop save plans.

Required Qualifications

• Bachelor's Degree.
• 6-8 years of Customer Success, Account Management, or consulting experience.
• Experience with value realization, ROI, and success metrics.
• Ability to translate data into insights and facilitate workshops.
• Experience with customer success tools such as Gainsight.
• Strong communication and analytical skills.
• Understanding of change management.
• Familiarity with Adobe Experience Cloud or similar platforms.

Compensation

• Pay Rate: $65.00/hour

Requisition ID: 37770312