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Sr. Manager - Enterprise Customer Success

Sr. Manager - Enterprise Customer Success

Adobe

15 - 19 years

0 Lacs

karnataka

Posted:2 days ago| Platform: Shine logo

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Skills Required

saas customer advocacy leadership sales marketing product management engineering program management project management customer success customer lifecycle lms knowledge

Work Mode

On-site

Job Type

Full Time

Job Description

As a Sr. Manager - Enterprise Customer Success at Adobe, you will be leading the Enterprise customer success team to ensure the success of Global Enterprise SaaS customers. Your role will involve defining and optimizing the customer lifecycle, mapping the customer journey, and developing standardized interventions for each point in the journey. Additionally, you will be responsible for increasing the lifetime value of customers through advocacy, influencing peers and leaders from different groups, creating scalable processes, and managing your team to maximize customer experience and achieve higher product adoption and satisfaction scores. Your role will also involve attracting, hiring, and retaining high potential team members, becoming a Subject Matter Expert in the Learning domain, and working closely with Sales to identify new opportunities. Key Responsibilities: - Define and optimize the customer lifecycle, map the customer journey, and develop standardized interventions - Increase customer lifetime value through advocacy and reference-ability - Collaborate with peers and leaders from different groups in the company - Create scalable processes to enable high-paced growth - Manage team to maximize customer experience and achieve higher product adoption and satisfaction scores - Assist the team with key escalations - Measure and report effectiveness of Customer Success Managers - Attract, hire, and retain high potential team members - Become the Subject Matter Expert in the Learning domain - Work closely with Sales to identify new opportunities Qualifications Required: - 15+ years of experience in customer-facing roles, preferably North America - 5+ years of experience leading teams in the customer success function - Strong understanding of SaaS and multi-tenancy fundamentals - Experience in defining and optimizing customer journeys for enterprise SaaS products - Excellent executive communication, negotiation, and presentation skills - Proven track record of scaling operations through scalable processes, optimizations, and automation - Program and project management experience - People management and interpersonal skills - Ability to think creatively and come up with innovative ideas - Knowledge of LMS preferable In addition to the job responsibilities and qualifications, Adobe celebrates creativity, curiosity, and constant learning. They provide an exceptional work environment and unique opportunities for career growth. If you are looking to make an impact, Adobe is the place for you.,

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Sr. Manager - Enterprise Customer Success