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Senior Customer Success Manager
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The role, as it was posted
The Opportunity
Join Adobe as a Senior Customer Success Manager in our Hong Kong office. You will work with leading enterprise clients to drive outstanding adoption of Adobe’s Experience Cloud solutions. This role offers the opportunity to build strong C-level partnerships and ensure customers gain maximum value from their Adobe investment.
What you'll Do
- Own the customer’s overall success with Adobe, focusing on value realisation, renewals, and growth.
- Develop and maintain a Mutual Action Plan (MAP) with customer executives to synchronize customer business objectives with value realization activities of Adobe's solutions.
- Demonstrate a deep understanding of MarTech industry. Lead strategic sessions independently to drive value and share insights that promote innovation.
- Act as the primary point of contact throughout the customer lifecycle, ensuring strong orchestration, communication and governance.
- Conduct Strategic Business Reviews and executive success forums.
- Identify and mitigate customer risk, collaborate with Adobe's broader network for "get well" plans.
- Champion Customer Success methodologies to exceed performance metrics.
- Build scalable approaches and materials to improve the Customer Success organization.
What you need to succeed
- BA/BS degree; MBA or other relevant advanced degree preferred.
- 8–14 years of experience in business development, relationship management, or management consulting within the MarTech/CX industry.
- Proven ability to facilitate strategy sessions and translate insights into customer value.
- Strong executive presence with the ability to partner with C-level collaborators.
- Knowledge of Adobe Experience Cloud or similar platforms.
- Passion for AI and familiarity with AI industry trends.
- Established background in building scalable methodologies and frameworks.
- Creative problem-solving skills and ability to work under pressure.
- Outstanding executive-level communication skills.
- High degree of intellectual curiosity and energy.
- Experience in leading, mentoring, and inspiring teams.
- Preferred qualifications: Advanced degrees or specific skills in AI or CX platforms.