Job Summary

Adobe is seeking a highly driven and experienced Senior Customer Success Manager (CSM) to join our Cloud Services team. In this role, you will be responsible for driving customer success through strategic engagement, proactive relationship management, and data-driven insights. You will serve as a trusted advisor to enterprise clients, ensuring they maximize the value of Adobe’s cloud solutions—including Creative Cloud, Experience Cloud, and Document Cloud—while achieving their business goals. The ideal candidate will combine a passion for customer advocacy with strong business acumen, technical understanding, and cross-functional collaboration skills.

Key Responsibilities

• Serve as the primary point of contact for assigned enterprise customers, developing deep relationships built on trust and strategic partnership.

• Guide customers through the full lifecycle—from onboarding and adoption to renewal and expansion—ensuring a seamless experience.

• Collaborate with Sales, Product, and Technical teams to deliver tailored solutions that meet customer needs and drive measurable outcomes.

• Monitor customer health metrics and proactively identify risks or opportunities to ensure long-term retention and satisfaction.

• Conduct regular business reviews, providing insights on usage trends, ROI, and optimization opportunities.

• Advocate for customers internally, influencing Adobe’s product roadmap and service improvements based on customer feedback.

• Drive cross-sell and upsell initiatives in collaboration with Account Executives to achieve growth and retention targets.

• Develop scalable success plans, customer playbooks, and best practices to improve the efficiency and effectiveness of the CSM function.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Computer Science, Marketing, or a related field (MBA preferred).

• Proven experience in Customer Success, Account Management, or Enterprise SaaS Relationship Management, preferably within a global technology company.

• Strong understanding of cloud technologies and experience with Adobe’s suite of products or comparable enterprise SaaS platforms.

• Exceptional communication and presentation skills, with the ability to engage senior-level stakeholders.

• Strong analytical mindset and data-driven decision-making approach.

• Ability to manage multiple high-value accounts simultaneously with attention to detail.

• Proficiency in CRM tools such as Salesforce and Customer Success platforms like Gainsight or Totango.

Experience

• 7+ years of experience in a customer success or client-facing role within the SaaS or cloud technology industry.

• Proven track record of managing large enterprise accounts and delivering measurable results in customer retention and expansion.

• Experience working with cross-functional teams in a matrixed environment.

Working Hours

• Full-time position with flexible working hours.

• Adobe supports a hybrid work model, allowing remote work combined with occasional on-site collaboration depending on project requirements.

• Global client engagement may occasionally require flexibility across time zones.

Knowledge, Skills, and Abilities

• Deep knowledge of cloud computing concepts and SaaS delivery models.

• Excellent negotiation, relationship management, and stakeholder engagement skills.

• Strong problem-solving abilities and proactive attitude toward resolving customer challenges.

• Ability to translate complex technical concepts into clear business value for clients.

• Collaborative mindset with a focus on teamwork, innovation, and continuous learning.

Benefits

• Competitive compensation package with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off, holidays, and wellness programs.

• Access to Adobe’s world-class learning and development resources.

• Employee stock purchase plan and retirement benefits.

• Inclusive, innovative, and supportive workplace culture.

Why Join Adobe

At Adobe, you’ll be part of a company that’s transforming how the world communicates, collaborates, and creates. You’ll work with cutting-edge cloud technologies that empower creativity and digital transformation across industries. We believe in fostering innovation, personal growth, and a sense of belonging. Join Adobe and help shape the future of digital experiences while working alongside some of the brightest minds in the industry.

How to Apply

Interested candidates are invited to apply directly through the Adobe Careers Portal at www.adobe.com/careers.
Please submit your updated resume and a brief cover letter outlining your experience, achievements, and why you are passionate about driving customer success in cloud services.