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Senior Customer Success Manager
2 months ago
Cypress HCM is seeking a seasoned Senior Customer Success Manager to join our team. As a key member of our customer-facing leadership team, you will be responsible for driving customer success and measurable outcomes with our top-tier clients.
Key Responsibilities- Develop and execute customer success plans to ensure customer renewal readiness, adoption of Adobe solutions, and overall customer satisfaction.
- Act as a trusted customer point of contact, defining measurable success plans and ensuring cohesive communication across internal and customer audiences.
- Effectively network within accounts to achieve successful execution of customer strategies and roadmaps.
- Deliver exceptional customer experiences through proactive communication, orchestrating internal resources, and leveraging the customer engagement model to align and track customer business goals.
- Drive adoption of Adobe Digital Media products, using data to provide insights and progress from baseline to maturity.
- Foster innovation and thought leadership by sharing resources and new ways customers can use Adobe solutions to accelerate and advance their creative process.
- Identify customer risk and work with the extended Adobe team to create and execute on 'get well' plans.
- Be the voice of the customer internally at Adobe, sharing strategic use-cases, process improvements, and asks back into the internal ecosystem.
- 10+ years of customer success experience in software as a service and digital marketing.
- Passion for driving customer success and measurable outcomes, with demonstrated success advising customers to deliver business value.
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships.
- Strong consulting skills.
- Ability to prioritize, multi-task, and perform under pressure.
- Exceptional organizational, presentation, and communication skills, both verbal and written.
- Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management, and customer journeys.
- Skilled at program management within large organizations, helping to effectively inspire change across groups by engaging key partners.
- Validated experience with account planning and customer success plans, including leading and facilitating executive meetings and workshops.
- Effective at leading executive C-level discussions and presentations.
- Flexibility to travel (approx. 20%).
- Up to $54.37 per hour.
