Sr. Customer Success Manager

Pay Rate Range: $80 - $105.63/hr. on W2
Open to remote candidates (EST time zone); ideally hybrid schedule based out of NY.
The Opportunity:

• **** is a company that understands that product innovation comes from people innovation, and that is 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 ****'s Digital Media Emerging Solutions (Express, Firefly and Acrobat AI Assistant) for ****'s top Enterprise customers in the Agency and Systems Integrators vertically.
• **** 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 (Use the "Apply for this Job" box below).****.com/
• **** Express represents a new generation of
  **** innovation, empowering everyday communicators to build impactful content. It is 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.

Duties:

• 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 ****'s 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
  **** ecosystem team to create and execute on risk mitigation and "get well plans.
• Serve as the voice of the customer internally at
  **** sharing strategic use cases, process improvements, and asks back into the internal ecosystem.

Skills - 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
  **** 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%)