Customer Success Advisor (Remote, Contract)

Blue Acorn; United States; A distancia; USD 90.000 - 130.000; A tiempo parcial

Descripción de la vacante

Blue Acorn iCi is seeking a Customer Success Advisor to drive adoption, value realization, and long‑term success across a portfolio of Adobe Experience Cloud customers. This contract role emphasizes advisory, metrics, and stakeholder engagement in a remote setting across the United States.

You will manage client relationships, define success metrics, monitor ROI, and surface opportunities for retention and upsell.

Formación

• 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.

Responsabilidades

• Client Relationship Leadership: Conduct proactive customer outreach and monitor account sentiment, adoption, and health.
• Value Realization Execution: Translate goals into programs with metrics and milestones; monitor ROI indicators.
• Lead Generation & Opportunity Identification: Surface upsell opportunities and coordinate with Sellers.
• Communication & Stakeholder Management: Communicate across business, technical, and executive audiences; document value updates.
• Problem Solving & Customer Advocacy: Troubleshoot adoption challenges and escalate as needed.

Conocimientos

Customer Success

Account Management

Consulting experience

Value realization

ROI tracking

Educación

Diploma

Herramientas

Gainsight

Descripción del empleo

Remote

Position Overview

Blue Acorn iCi is seeking a Customer Success Advisor (CSA) 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

Please note this is a contract role

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 escalatie technical issues when needed.
• 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.