Customer Success Advisor, Contract

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

📋 Description

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

• Manage client relationships, execute value measurement, and engage stakeholders throughout consulting projects.

• Assist client Value Realization initiatives and delivery teams by applying customer success methodologies and value measurement strategies.

• Carry out proactive outreach to customers by utilizing the CSA digital engagement model and health-based criteria.

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

• Foster relationships with operational stakeholders while monitoring account sentiment, adoption rates, and overall health.

• Address customer inquiries and coordinate necessary resources.

• Convert client goals into Value Realization Programs complete with metrics and milestones.

• Lead diagnostics for Value Runbooks and track adoption trends, ROI indicators, success KPIs, and measurable value.

• Develop use cases that align with customer requirements.

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

• Highlight early-stage upsell opportunities for solutions and provide recommendations and handoffs to Sellers and the wider Adobe Ecosystem.

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

• Collaborate with AD to schedule customer SRBs.

• 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 sponsors and stakeholders to reinforce strategies for adoption.

• Provide structured documentation for meetings and updates on value.

• Maintain summaries of account and solution health, as well as planning within systems.

• Troubleshoot challenges related to adoption and measurement.

• Monitor and escalate technical issues and activate CERT for significant escalations.

• Take proactive measures to prevent risks of attrition and develop plans to retain customers.

⛳️ Requirements

• Bachelor’s Degree.

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

• Knowledge of value realization, ROI, and success metrics.

• Ability to transform data into actionable insights and facilitate workshops.

• Proficiency with customer success tools, such as Gainsight.

• Excellent communication and analytical skills.

• Understanding of change management principles.

• Familiarity with Adobe Experience Cloud or comparable platforms.

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

• No requirement for immigration or visa sponsorship.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life insurance.

• Disability insurance.

• Paid time off.

• 401(k) plan.

• Additional benefits as part of a competitive package for full-time, non-temporary employees.