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Senior Customer Success Manager

2 months ago

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Senior Customer Success Manager

We are seeking a highly skilled Senior Customer Success Manager to join our Digital Experience Cloud team. As a key member of our team, you will be responsible for driving customer success and measurable outcomes for our clients.

Key Responsibilities:

  1. Develop and execute customer success plans to drive adoption and value realization.
  2. Act as the central point of contact for customers, defining measurable success plans and ensuring cohesive communication across internal and customer audiences.
  3. Network within accounts to achieve successful execution of client strategies and roadmaps.
  4. Deliver exceptional customer experiences through proactive communication and orchestration of internal resources.
  5. Drive adoption of Experience Cloud products using data to provide insights and progress from baseline to maturity curve.
  6. Champion innovation by sharing industry thought leadership and new ways customers can use solutions to advance their digital maturity.
  7. Identify customer risk and collaborate with the extended team to build and activate "get well" plans.
  8. Be the voice of the customer internally, sharing strategic use-cases, process improvements, and asks back into the internal ecosystem.

Requirements:

  1. 10+ years of Customer Success experience in Software as a Service, Digital Marketing.
  2. Passion for driving customer success and measurable outcomes with demonstrated success advising customers to deliver business value.
  3. Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership.
  4. Strong consulting skills.
  5. Ability to prioritize, multi-task, and perform under pressure.
  6. Exceptional organizational, presentation, and communication skills, both verbal and written.
  7. Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management, and customer journeys.
  8. Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners.
  9. Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops.
  10. Effective at leading executive C-level discussions and presentations.
  11. Flexibility to travel (approx. 20%).