Customer Success Manager

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!

Creativity for All

Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us #1 on the Great Place to Work list for the 10th consecutive year!

We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help continue to build your career.

We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy, employee, and community engagement.

We know that people are the differentiator in our business, and that's why we want to meet you.

The Opportunity

Adobe’s Digital Experience Customer Success team is looking for a Customer Success Manager to drive successful outcomes with Adobe customers within the Government vertical. Customer Success Managers provide a best-in-class experience for customers focused on establishing and maintaining an actionable path to value. Customer Success Managers engage with customers through a combination of success programs and high touch services, delivering the right resources at the right point in the customer journey. Our Customer Success Managers are advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer digital priorities and their Adobe solutions. Customer Success Managers should have an understanding of the capabilities Adobe’s Experience Cloud solutions drive for customers, and the ability to ask relevant questions to meet customers’ specific business objectives.

What you’ll do

• Deliver an exceptional customer experience through proactive engagement, applying the right internal resources, and optimally using our Customer success engagement model to meet customer business goals.
• Act as the main point of contact throughout the customer engagement, defining a success plan with clear outcomes and organizing communication across customer executives, business partners and operational resources.
• Monitor customer engagement outcomes relevant to defined success metrics.
• Ensure customers employ best practices for achieving maximum value.
• Triage risk and create mitigation plans across customers, managing expectations both internally
• Drive adoption of Adobe Experience Cloud solutions, using data to provide insights and progress from baseline through, and up, the maturity curve
• Actively identify common customer challenges and suggest better solutions through connecting and understanding global best practice in the Govt space.
• Serve as the voice of your customers internally at Adobe, sharing process improvements and asks with the internal ecosystem.
• Act as a customer’s trusted advisor and partner.
• Test playbooks and customer success program ideas and monitor results based on defined customer metrics.
• Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach

What you need to succeed:

• Bachelor’s Degree and/or relevant work experience
• Minimum 4 years of customer success or technology consulting experience, preferred experience in digital marketing/digital experience
• Passion for partnering with customers to drive success and measurable outcomes.
• Creative problem solving and the ability to analyse data to spot customer risk.
• Highly motivated and proactive, with a passion for developing new skills and expertise
• Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.
• Effective member of a team and ability to collaborate across Adobe ecosystem
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Demonstrate passion for creative problem solving

Adobe for All

Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.

Take the plunge and jump in

Liking what you have read and keen to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together!

Adobe Australia acknowledges Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. 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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Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.