Customer Success Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive the adoption of services, realization of value, and ensure long-term success for a portfolio of Adobe Experience Cloud customers.

• Manage client relationships, execute value measurement, and engage with stakeholders during consulting engagements.

• Assist in client Value Realization initiatives and support delivery teams by utilizing customer success methodologies and value measurement techniques.

• Perform proactive outreach to customers based on the CSA digital engagement model and health-based criteria.

• Comprehend customer business objectives, criteria for success, and opportunities for value realization.

• Establish relationships with operational stakeholders and keep track of account sentiment, adoption, and overall health.

• Address customer inquiries and organize resources as necessary.

• Convert client objectives into Value Realization Programs that include metrics and milestones.

• Lead diagnostics for Value Runbooks, both internally and in customer-facing situations.

• Track trends in adoption, ROI indicators, success KPIs, and measurable value.

• Create use cases tailored to customer requirements.

• Identify risks of attrition, opportunities for growth, and gaps in value.

• Highlight early-stage solution upsell opportunities and provide recommendations along with handoffs to Sellers and the wider Adobe Ecosystem.

• Implement digital initiatives such as thought leadership, events, and training sessions.

• Collaborate with the AD and arrange customer SRB sessions.

• Contribute insights to Strategic Business Reviews by sharing adoption scores and updates on next best actions.

• Communicate effectively with business, technical, and executive audiences.

• Engage with sponsors and stakeholders to reinforce strategies for adoption.

• Provide structured documentation of meetings and updates on value.

• Keep account and solution health summaries updated and plan within systems.

• Troubleshoot challenges related to adoption and measurement.

• Monitor and escalate technical issues when necessary.

• Activate CERT for major escalations.

• Take early action to mitigate attrition risk and develop retention plans.

⛳️ Requirements

• Bachelor’s Degree.

• 6-8 years of experience in Customer Success, Account Management, or consulting.

• Proficiency in value realization, ROI, and success metrics.

• Capability to convert data into insights and facilitate workshops.

• Familiarity with customer success tools like Gainsight.

• Strong communication and analytical abilities.

• Understanding of change management principles.

• Knowledge of Adobe Experience Cloud or equivalent platforms.

• Unrestricted authorization to work in the United States without employer sponsorship, now or in the future.

• No immigration or visa sponsorship will be provided.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Paid time off.

• 401(k).

• Competitive benefits package.

• Opportunities to collaborate with cross-disciplinary teams.

• Opportunities to enhance skills in a high-impact, high-growth environment.