Customer Success Manager - Public Sector

Adobe Inc.; Virginia, McLean (MN, VA); Hybrid; USD 135,000 - 235,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to join their Public Sector team. This role focuses on enhancing customer experiences and driving adoption of innovative solutions. The ideal candidate will have a strong background in customer success within the software as a service sector, with over 10 years of experience. You will lead strategic planning and execution, ensuring that customers achieve their desired outcomes. This position offers a dynamic environment where your insights will shape the future of digital experiences, making a meaningful impact on clients' success.

Qualifications

• Must be a US citizen with ability to achieve an agency-level clearance.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Accountable for Customer's overall success with Adobe and defining measurable success plans.
• Deliver exceptional customer experience with proactive communication.

Skills

Customer Success Management

Digital Marketing

Communication Skills

Program Management

Consulting Skills

Education

Bachelor's Degree

10+ years of Customer Success experience

Tools

Data Platforms

Content Management Systems

Job description

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Challenge:

Adobe is reinventing how the government can succeed by changing the world through digital experiences. Join us and work with digital experience leaders and innovators as a trusted executive advisor on how to build scalable, useful personalized constituent experiences. We realize that new insights can come from everywhere in the organization, and we know the next big idea could be yours!

We are hiring a Senior Customer Success Manager to join our Public Sector team. To achieve the significant opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience, driving adoption and value for our customers. In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for improved digital experiences, unifying voices across Adobe for a cohesive plan of action, and quantifying impact along the way. CSMs deliver an outstanding experience for Adobe's top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization. We hire dynamic, hardworking, and creative individuals, adept at storytelling who thrive in fast-paced environments.

What You'll Do:

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.

Responsibilities include:

• Accountable for Customer's overall success with Adobe, including vision 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 products - using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry trends 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
• Contribute to Customer Success thought leadership and share standard methodologies and feedback across the organization to continuously improve our approach

What you need to succeed:

• Must be a US citizen with ability to achieve an agency-level clearance
• Active TS/SCI clearance is required, Must be able to pass a government security clearance polygraph
• This position is on-site for ~3 days a week and requires local travel to attend customer meetings in the DMV area
• Bachelor's Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service, Digital Experience
• Passion for driving customer success and measurable outcomes with proven success guiding customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform in a fast-paced environment
• 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 inspire change across groups by engaging key partners
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 30%)

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $135,200 -- $234,100 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be anEqual Employment Opportunityemployer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.Learn more.

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