Customer Success Manager

Cypress HCM; Chicago (IL); Hybrid; USD 68,880 - 74,390; Full time

Job summary

A leading consultancy firm in Chicago is seeking a Senior Customer Success Manager to drive customer engagement strategies and measurable success. This remote role requires extensive experience in customer success, especially in a SaaS and digital marketing context. The ideal candidate has excellent communication skills and a passion for delivering business value. This position offers a contract employment type with competitive pay.

Qualifications

• 10+ years of experience in Customer Success for Software as a Service.
• Proven track record of driving customer success and measurable outcomes.
• Existing knowledge of software in digital marketing and data platforms.

Responsibilities

• Accountable for Customer’s overall success with Adobe.
• Act as the central point of contact throughout the Customer’s lifecycle.
• Drive adoption of Adobe Experience Cloud products.

Skills

Customer Success experience

Digital Marketing

Communication skills

Organizational skills

Program Management

Education

Bachelor’s Degree

Job description

Overview

Senior Customer Success Manager (Contract) – Remote (Hybrid)

Team: Search & Discovery

Duration: 11/24/2025 to 8/03/2026

Compensation

Base pay range: $50.00/hr - $54.00/hr

Up to $54.37 per hour. Actual pay will be based on your skills and experience — talk with your recruiter to learn more.

About the Role

The Senior Customer Success Manager will be responsible for customer-facing leadership to evangelize mutual success plans, engagement strategies and frameworks for measurable impact. You will use strong executive presence and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences.

Key Responsibilities

• Accountable for Customer’s overall success with Adobe, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customer’s lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Network within accounts in order to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry thought leadership and new ways your customers can use Adobe solutions to advance their digital maturity
• Identify Customer risk, and collaborate with the extended Adobe team to build and activate “get well” plans
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

Required Skills & Qualifications

• Bachelor’s Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)

Employment Type

Contract

Seniority level

Mid-Senior level

Job function

Technology, Information and Media, Internet Marketplace Platforms, and IT System Custom Software Development

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