Remote Customer Success Advisor — Value Realization

iCiDIGITAL, Inc.; Northern (KY); Hybrid; USD 165,000 - 200,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

401(k)

Job summary

Blue Acorn iCi, a Blue Acorn iCi unit within Infosys Nova Holdings, LLC, seeks a Customer Success Advisor to drive adoption, value realization, and long-term success for Adobe Experience Cloud clients. The role blends advisory support, metrics, stakeholder engagement, and account stewardship with a remote US focus.

Responsibilities include client relationship leadership, value realization execution, and identifying upsell opportunities while coordinating with AD and the Adobe Ecosystem to

Qualifications

• Bachelor’s degree required.
• 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.

Responsibilities

• 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.
• 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.
• Surface early-stage solution upsell opportunities.
• Provide recommendations and handoffs to Sellers, and the broader Adobe Ecosystem as identified.
• 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.
• 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.
• Troubleshoot adoption and measurement challenges.
• Monitor and elevate technical issues when needed.
• Activate CERT for major escalations.
• Intervene early to prevent attrition risk and develop save plans.

Skills

Customer Success

Account Management

ROI tracking

Adoption analysis

Gainsight

Communication

Change management

Adobe Experience Cloud familiarity

Education

Bachelor’s Degree

Tools

Gainsight

Job description

Blue Acorn iCi, a Blue Acorn iCi unit within Infosys Nova Holdings, LLC, seeks a Customer Success Advisor to drive adoption, value realization, and long-term success for Adobe Experience Cloud clients. The role blends advisory support, metrics, stakeholder engagement, and account stewardship with a remote US focus.

Responsibilities include client relationship leadership, value realization execution, and identifying upsell opportunities while coordinating with AD and the Adobe Ecosystem to