Customer Success Manager

Job Description

Customer Success Manager – Night Shift (9pm to 5am tentative) Level - Senior Associate In this role, you will serve as a trusted advisor to strategic enterprise customers in North America region, enabling them to derive measurable value from their investments in contracted/active solutions. You will work closely with cross-functional teams to lead solution adoption, strengthen account health, and drive business outcomes through personalized engagement strategies whilst delivering multi-solution engagements, meeting the diverse needs of customers. What You'll Do: • Own the end-to-end customer success lifecycle for strategic accounts, driving customer health, solution adoption, renewals, and growth across solutions. • Develop a deep understanding of each customer’s business goals, technical ecosystem, and data architecture to guide meaningful Solution/Product use cases and ROI-driven outcomes. • Act as the primary executive contact for customer engagements while also leading technical discussions, discovery sessions, and value realization roadmaps. • Define and track success plans with clear milestones and measurable KPIs across multiple stakeholders and business units. • Conduct enablement sessions and workshops to drive platform maturity and enhance customer self-sufficiency. • Collaborate with Account Executives, Technical Account Managers, Solution Consultants, and Professional Services to ensure a cohesive customer strategy and seamless delivery. • Proactively identify account risks and create “get well” plans, while advocating customer needs within internal ecosystem (Product, Engineering, Marketing). • Participate in strategic initiatives such as thought leadership, content creation, and best practice sharing to contribute to the evolution of the CSM practice. • Drive key performance indicators: Product Adoption, Customer Confirmed Value, Customer satisfaction, Revenue Retention, and Account Growth. • Ensure clients fully adopt and realize the value of digital experience solutions on a continuous basis. • Act as the primary owner to drive value for ongoing and new initiatives after client acquisition. • Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate. • Collaborate with peers and leaders from diverse groups within the company such as Sales, Marketing, Product, and Engineering. • Produce regular account updates and quarterly business review reports for customer and internal leadership. • Keep clients informed about new product releases and relevant features. What You Need to Succeed: • Bachelor's Degree or higher in Business, Marketing, Engineering or related field. MBA preferred. • 7–10 years of experience in Customer Success, Business Consulting, or Technical Account Management in the SaaS or MarTech space. • Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics, personalization, CDP, SEO, SEM, email/channel marketing, website production, digital strategy • Proven ability to influence C-level executives, drive business transformation, and translate technical capabilities into business value. • Expertise in Adobe Experience Platform (AEP), Real-Time CDP, and Customer Journey Analytics (CJA) or other Adobe certifications is a strong plus. • Familiarity with data modeling, segmentation, identity resolution, and activation concepts across channels. • Strong communication, facilitation, and program management skills across complex enterprise environments. • Passion for continuous learning, customer-centric innovation, and collaborative problem solving. • Experience working across multi-solution environments (e.g., integration with Adobe Analytics, Target, AEM, etc.) is a bonus • Effective at leading executive C-level discussions and presentations. • Strong team player and stakeholder management skills. • Experience in delivering Webinars (Online and in person) Details on portfolio of technologies is provided below: o Data and Insights - Digital analytics (Adobe Analytics or Google Analytics), personalization, CDP (Read here - https://business.adobe.com/solutions/datainsights-audiences.html) o Customer Journey/Marketing automation - SEO, SEM, email/channel marketing (Read here - https://business.adobe.com/solutions/customerjourneys.html) o Content Management - Website production and digital strategy (Read here - https://business.adobe.com/solutions/content-management.html) o Content Supply chain (Read here : https://business.adobe.com/solutions/contentsupply-chain.html, o Adobe Experience Platform and Gen AI (Read here - https://business.adobe.com/solutions/experience-management-platform.html) o Personalization at Scale (Read here : https://business.adobe.com/solutions/personalization-at-scale.html) o Digital Commerce (Read here - https://business.adobe.com/solutions/commerce.html)