Sr. Customer Success Manager

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…