Sr. Customer Success Manager

Software Guidance & Assistance, Inc., (SGA), is searching for a Sr. Customer Success Manager for a contract assignment with one of our premier SaaS clients in New York, New York. Also open to EST-based remote candidates.

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.

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 the client'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.

Responsibilities:

• 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 Adobe solutions to accelerate and advance their creative process.
• Identify Customer risk, and work with Adobe ecosystem team to create and execute on 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.

Required
Skills:

• 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%)

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do.

Be yourself, love what you do and find your passion ase find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.

Please visit our company to request an accommodation or assistance regarding our policy.