Customer Success Manager

The Opportunity  

We’re looking for a dynamic Document Cloud Customer Success Manager to join our Digital Media team! In this role, you’ll partner directly with customers to accelerate adoption and unlock the full value of Adobe’s Document Cloud solutions. You’ll build trusted, advisor-level relationships with key collaborators, champion standard methodologies, and deliver impactful presentations and point-of-view insights that inspire confidence and excitement among power users. 

Our adoption and retention strategy is at the heart of this role — combining high-priority, 1:1 engagements with digital-first scale initiatives to ensure every customer achieves success. You’ll balance personalized guidance for strategic accounts with programmatic approaches that drive efficiency and impact across our broader customer base. 

What You'll Do  

• Build lasting partnerships with customers by understanding their goals and ensuring they experience exceptional value from Adobe’s products and services 

• Guide successful adoption of Document Cloud solutions, helping customers achieve outcomes that matter most to them 

• Position complementary offerings across the Document Cloud portfolio – Acrobat Studio, Sign, Adobe Express, and, in collaboration with Creative Cloud teams, any relevant CC solutions — always with a focus on delivering meaningful benefits to customers  

• Collaborate strategically with Account Managers to uncover and drive growth opportunities within customer accounts 

• Become the go-to expert with deep product knowledge and standard processes across the Document Cloud suite 

• Deliver compelling narratives through presentations with documents that resonate with customer participants and executives 

• Partner cross-functionally with Account Managers, Solutions Consultants, Solution Developers, Product Marketing, and Support to ensure smooth launches, strong adoption, and measurable customer success 

• Own the customer journey — adoption, expansion, and retention — across the DC platform 

• Turn insights into impact by gathering feedback, spotting trends, and sharing actionable recommendations with product teams to drive innovation 

• Proactively mitigate risk by identifying deployment or activation challenges and partnering with Account Managers to implement effective recovery plans 

• Drive scale with precision — manage low-touch accounts through scalable programs and digital engagement motions that deliver impact efficiently 

What You Need to Succeed 

• 5+ years of proven experience in sales or customer success — ideally within the technology space and with hands-on exposure to Adobe Document Cloud products 

• Track record of turning challenges into wins, consistently navigating complex customer issues to successful resolution 

• Demonstrated success in hitting goals, whether it’s sales quotas or customer success metrics— you know how to deliver results 

• Trusted advisor attitude, with experience driving business value and uncovering expansion opportunities 

• Self-starter with a collaborative spirit — you’re proactive, accountable, and passionate about exceeding client expectations 

• Bachelor’s degree or equivalent experience that showcases your ability to learn, adapt, and thrive in a fast-paced environment 

Professional Attributes  

• Resourceful: Skilled at prioritizing, multitasking, and thriving in fast-paced, ambiguous environments 

• Communicative: Outstanding storyteller with strong presentation and interpersonal skills that build trust and clarity 

• Influential: Proven ability to manage relationships, navigate complex organizations, and champion collaborative partnerships that get results 

• Engaging: Highly effective at leading executive-level conversations and facilitating impactful meetings with C-Suite collaborators 

• Flexible: Willing and able to travel approximately 50% to connect with customers and deliver success in person