Sr. Customer Success Manager

Senior Customer Success ManagerOpen to remote candidates; however, has a strong requirement for EST and CST candidates.$54.37 per hour on W24 MonthsWe are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team. To achieve the significant opportunity ahead, 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 personalization at scale, unifying voices for a cohesive plan of action and quantifying impact along the way. Industry Customer Success Managers deliver an outstanding experience for top customers, including responsibilities for strategic account planning, use case adoption, advocacy and value realization. We hire dynamic, passionate, and creative individuals, adept at storytelling who thrive in fast-paced environments.What You'll DoThe 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.Responsiblities IncludeAccountable for Customer's overall success , including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specializationAct 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 roadmapDeliver 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 goalsDrive adoption of Adobe Experience Cloud products - using data to provide insights and progress from baseline through the maturity curveChampion innovation by sharing industry thought leadership and new ways your customers can use solutions to advance their digital maturityIdentify Customer risk, and collaborate with the extended team to build and activate "get well” plansBe the voice of the customer internally - sharing strategic use-cases, process improvements and asks back into the internal ecosystemParticipate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' successWhat You Need To Succeed10+ years of Customer Success experience in the Tech Industry (Software as a Service, Digital Marketing, etc.)Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business valueStrong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnershipStrong consulting skillsAbility to prioritize, multi-task, and perform under pressureExceptional organizational, presentation, and communication skills, both verbal and writtenExisting knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeysSkilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partnersValidated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshopsEffective at leading executive C-level discussions and presentationsFlexibility to travel (approx. 20%)