Customer Success Advisor (Remote)

Blue Acorn; United States; Remote; USD 165,000 - 200,000; Full time

Job summary

Blue Acorn iCi seeks a Customer Success Advisor to drive adoption and long-term value realization for Adobe Experience Cloud customers. You’ll manage client relationships, measure outcomes, and engage stakeholders to accelerate maturity and retention across engagements.

You will lead Value Realization programs, monitor ROI and adoption trends, and surface opportunities for expansion while coordinating with the Adobe ecosystem.

Qualifications

• Up to 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.
• Familiarity with Adobe Experience Cloud or similar platforms.

Responsibilities

• Lead client relationships with proactive outreach and health monitoring.
• Translate goals into Value Realization Programs with metrics.
• Monitor adoption, ROI indicators, and value realization milestones.
• Identify risk of attrition and develop save plans.
• Surface upsell opportunities and coordinate with Sellers and Adobe ecosystem.

Skills

Customer Success

Account Management

Consulting

Value realization

ROI tracking

Adoption analysis

Data to insights

Workshop facilitation

Change management

Adobe Experience Cloud familiarity

Education

Diploma

Tools

Gainsight

Adobe Experience Cloud

Job description

Position Overview

Blue Acorn iCi is seeking a Customer Success Advisor to drive customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers. This role blends customer success advisory, value measurement, stakeholder engagement, and account stewardship, with a dedicated focus on accelerating customer maturity and identifying opportunities that support retention and expansion.

The Customer Success Advisor performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. The Customer Success Advisor supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques (e.g., success metrics definition, ROI tracking, adoption analysis) to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle. Successful candidates for this role have analyzed client success patterns, translated business objectives into value realization roadmaps, and championed client outcomes while balancing expectations, capabilities, and constraints of client and consulting environments.

Location

Remote - United States

Key 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 customer needs.
• Identify attrition risks, opportunities, and value gaps early.

Lead Generation & Opportunity Identification

• Surface early-stage solution upsell opportunities.
• Provide recommendations and handoffs to Sellers, and the broader Adobe Ecosystem as identified (i.e. Ultimate Success conversation, etc.)
• Deploy digital programs such as thought leadership, events, and training.
• Coordinate with AD and schedule customer SRB. Contribute insights to Strategic Business Reviews (AD Led); share adoption scores and next best action updates.

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 escal...
• Activate CERT for major escalations.
• Intervene early to prevent attrition risk and develop save plans.

Required Skills & Experience

• Diploma
• Up to 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

The base salary range for this position is $165,000-$200,000 annually. Actual compensation may vary depending on experience, qualifications, geographic location, and other job-related factors.