Customer Success Manager
- Adobe
- 7 - 10 years
- Noida, Gurugram
- 11 days ago
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Job Description
The Challenge:
Adobe is a company that understands that product innovation stems from people innovation, and that s why we invest in cultivating leadership across our teams.
We are hiring for a Customer Success Manager (Hybrid Role) to join our Digital Experience Global Shared Services Team based out of India, who will combine the strategic relationship focus of a Named CSM with the technical depth of a Solution CSM, specifically across Adobe Experience Platform (AEP) , Real-Time CDP , and Customer Journey Analytics (CJA) .
In this role, you will serve as a trusted advisor to strategic enterprise customers in JAPAC, enabling them to derive measurable value from their investments in Adobe s Data & Insights solutions. You will work closely with cross-functional teams to lead solution adoption, strengthen account health, and drive business outcomes through personalized engagement strategies whilst delivering multi-solution (D&I) engagements, meeting the diverse needs of our JAPAC customers.
What Youll Do:
- Own the end-to-end customer success lifecycle for strategic accounts, driving customer health, solution adoption, renewals, and growth across Adobe Data & Insights solutions.
- Develop a deep understanding of each customer s business goals , technical ecosystem, and data architecture to guide meaningful AEP/RTCDP/CJA use cases and ROI-driven outcomes.
- Act as the primary executive contact for customer engagements while also leading technical discussions, discovery sessions, and value realization roadmaps.
- Define and track success plans with clear milestones and measurable KPIs across multiple stakeholders and business units.
- Conduct enablement sessions and workshops to drive platform maturity and enhance customer self-sufficiency.
- Collaborate with Account Executives, TAMs, Solution Consultants, and Professional Services to ensure a cohesive customer strategy and seamless delivery .
- Proactively identify account risks and create get well plans, while advocating customer needs within Adobe s internal ecosystem (Product, Engineering, Marketing).
- Leverage internal Adobe programs like PAS, VRA, and CS Connect to build scalable, consistent engagement frameworks.
- Participate in strategic initiatives such as thought leadership, content creation, and best practice sharing to contribute to the evolution of the CSM practice.
What You Need to Succeed:
- Bachelors Degree or higher in Business, Marketing, Engineering or related field. MBA preferred.
- 7-10 years of experience in Customer Success, Business Consulting, or Technical Account Management in the SaaS or MarTech space.
- Proven ability to influence C-level executives , drive business transformation, and translate technical capabilities into business value.
- Expertise in Adobe Experience Platform (AEP) , Real-Time CDP , and Customer Journey Analytics (CJA) is required. Adobe certifications are a strong plus.
- Familiarity with data modeling, segmentation, identity resolution, and activation concepts across channels.
- Strong communication, facilitation, and program management skills across complex enterprise environments.
- Passion for continuous learning, customer-centric innovation, and collaborative problem solving.
- Experience working across multi-solution environments (e.g., integration with Adobe Analytics, Target, AEM, etc.) is a bonus
- Effective at leading executive C-level discussions and presentations.
- Flexibility to travel (approx. 20%)
- Strong team player and stakeholder management skills.
- Experience in delivering Webinars (Online and in person)
Why Join Us?
At Adobe, youll work with cutting-edge technology and some of the most iconic brands in the world. Join us if youre passionate about customer experience, data-driven transformation, and playing a key role in shaping the future of digital success across JAPAC.
Location: India (Preferred: Noida)
Travel: Up to 30%, as required
Employee Role: Individual Contributor (IC P40)
Business Unit: Adobe Digital Experience - JAPAC Customer Success
Travel: Up to 30%, as required
Employee Role: Individual Contributor (IC P40)
Business Unit: Adobe Digital Experience - JAPAC Customer Success
Shift timing - APAC hours
.
Adobe aims to make Adobe.com accessible to any and all users.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: AdobeLocation(s): Noida, Gurugram+ View Contact
Keyskills: Product engineering Business transformation C Data modeling Senior Executive Account management Customer experience Adobe Stakeholder management Individual Contributor
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