Senior Customer Success Manager, Adobe Express & Firefly

Adobe Inc.
United States, California, San Francisco
Feb 26, 2025
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! The Opportunity: This is an exciting opportunity to join the Customer Strategy & Success team as a Customer Success Manager, focusing on driving adoption of Adobe Express and Firefly for Adobe's Enterprise customers. Adobe Express represents a new generation of Adobe 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. Learn more at https://express.adobe.com. Adobe Firefly empowers creative teams to demonstrate the power of Generative AI to automate repetitive tasks, accelerate video production, and supercharge their creative workflows. Learn more at https://firefly.adobe.com/ 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 Adobe Express and Firefly throughout the organization. In addition, you can expect to work closely with a cross-functional Adobe ecosystem, including Account Executives, Marketing, Consulting, and Product specialists, to develop new value propositions, build awareness, and reveal new growth opportunities. The Customer Strategy & Success 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. Work closely with senior-level account collaborators to effectively implement the customer's strategy and roadmap. Find opportunities for Adobe Express and Firefly to streamline workflows, enhance creativity, and improve productivity. Demonstrate the specific value proposition of each solution, showcasing how they integrate seamlessly with the Adobe ecosystem including Creative Cloud, Stock, Fonts, and Libraries. 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. Partner with Customer Success & Strategy Specialists to develop targeted adoption strategies and drive active user engagement within customer organizations. Develop and deliver compelling product demos that resonate with customer needs, moving beyond features to showcase real-world impact. Serve as the voice of the customer internally at Adobe - sharing strategic use cases, process improvements, and asks back into the internal ecosystem. Inspire innovation and thought leadership by sharing resources and new ways your customers can use Adobe emerging solutions to accelerate and advance their creative process. 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 Shown 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 using Adobe Express and Firefly 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%) Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $135,200 -- $234,100 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award. Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. Adobe is proud to be anEqual Employment Opportunityand 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. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, emailaccommodations@adobe.comor call (408) 536-3015. 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.