Senior Customer Success Manager

4 weeks ago

San Jose, California, United States Cypress HCM Full time
Job Description

We are seeking a highly skilled Senior Customer Success Manager to join our team at Cypress HCM. This role will focus on customer-facing leadership to drive mutual success plans, engagement strategies, and frameworks for measurable impact.

Key Responsibilities:
  • Accountable for Customer's overall success with Adobe, including renewal readiness, adoption of Adobe solutions, customer health, and satisfaction
  • Act as a trusted Customer point of contact throughout the Customer's lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
  • Effectively network within accounts to achieve successful execution of the customer's strategy and roadmap
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
  • Drive adoption of Adobe Digital Media products – using data to provide insights and progress from baseline through the maturity curve
  • Foster innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process
  • Identify Customer risk, and work with 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
  • Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer's success
Requirements:
  • 10+ years of Customer Success experience in Software as a Service, Digital Marketing
  • Passion for driving customer success and measurable outcomes with and 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 partnership
  • 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 & 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%)

Compensation: Up to $54.37 per hour

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