Job Details

JOB TITLE: Sr. Customer Success Manager
LOCATION: Remote (EST hours), ideally NY-based with hybrid availability.
PAY RANGE: $95 - $105/hr.
DURATION: 7 months

TOP 3 SKILLS:

• 10+ years of customer-facing experience in technology success or services, managing large, complex, strategic enterprise accounts
• Proven expertise in account planning, customer success strategy, and program management within large organizations
• Deep understanding of enterprise visual communication challenges, with knowledge of digital media or creative software solutions

Company:
Our client is a global leader in creative software, offering innovative tools for digital media creation, design, and marketing.

The Opportunity:
The company understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization.
This is an exciting opportunity to join the Customer Strategy & Success team as a Customer Success Manager, focusing on driving adoption of Digital Media Emerging Solutions (Express, Firefly, and Acrobat AI Assistant) for top Enterprise customers in the Agency and Systems Integrators vertical.

• Firefly empowers creative teams to demonstrate the power of Generative AI to automate repetitive tasks, accelerate video production, and supercharge their creative workflows.
• Express represents a new generation of innovation, empowering everyday communicators to build impactful content. It's a cloud-based web and mobile solution used across businesses, marketing teams, non-profits, schools, and office professionals.
• Acrobat AI Assistant uses generative AI features in Acrobat to scan through lengthy PDFs, allowing users to ask questions or generate summaries, and providing value by producing insights and high-quality content quickly.

In this role, you will be directly engaged with leadership at some of the world's most well-known companies, helping unlock value and fostering adoption of emerging solutions throughout the organization. In addition, you can expect to work closely with a cross-functional ecosystem, including Strategic Development, Account Executives, Professional Services, Marketing, Product, and more, to develop new value propositions, build awareness, and reveal new growth opportunities.
The Customer Success & Strategy team is fueled with a real passion for innovation, growth, and a steadfast dedication to making our customers successful. We hire dynamic, passionate, and creative individuals who thrive in fast-paced environments.

What You'll Do:

• Act as the main point of contact throughout the customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Collaborate with senior-level account stakeholders to efficiently implement the customer's strategy and roadmap.
• Find opportunities for emerging solutions to streamline workflows, enhance creativity, and improve productivity.
• Partner with Strategic Development to develop targeted adoption strategies and drive active user engagement within customer organizations.
• Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
• Foster innovation and thought leadership by sharing resources and new ways your customers can use solutions to accelerate and advance their creative process.
• Identify customer risk, and work with the ecosystem team to create and execute risk mitigation and "get well" plans.
• Serve as the voice of the customer internally - sharing strategic use cases, process improvements, and asks back into the internal ecosystem.

What You Need to Succeed:

• Bachelor's Degree and/or relevant work experience
• 10+ years of related customer-facing experience in technology success or services (Customer Success, Consulting, Business Development, etc.). Design/creative industry experience a plus
• Demonstrated effectiveness in handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
• Deep understanding of the challenges and opportunities faced by enterprise visual communicators
• Proficiency in synthesizing complex business requirements into accessible and effective solutions
• Exceptional interpersonal, presentation, and communication skills, both verbal and written
• Strong relationship-building abilities, adept at securing consensus and fostering trust with both customers and internal partners
• Existing knowledge of software in digital marketing and/or digital media space
• Expert at program management within large organizations, helping to inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions, presentations, meetings, and workshops
• Flexibility to travel (approx. 20%)

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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