Senior Customer Success Manager

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

We are seeking an experienced and proven Senior Customer Success Manager based in Seoul, Korea to join our Customer Strategy and Success team.

We are looking for a trusted advisor who will manage a portfolio of our top strategic enterprise customers and serve as a central point of contact during the entire customer life cycle of their usage of our Digital Media Solutions.

You will work extensively with our market leading and innovative Creative Cloud Solutions with our Korean clients. As an advocate, the CSM’s role is to ensure that customers achieve their strategic business goals and acquire value Adobe products, ultimately translating into renewal and upsell of the client’s subscription.

Building and maintaining positive business relationships with multiple contacts within the assigned customers, including senior executive is also critical!

You have proven expertise in business application deployment, as well as excellent strategic account management accuman. The CSM will possess a deep understanding of their client’s business model and the respective markets!
 

What You’Ll Do

• Accountable for Customer’s overall success with Adobe, including adoption of Adobe’s solutions, improving customer health, ensuring customers acquire their desired outcomes and bringing confirmed business value to customers 
• 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
• Lead customer discovery - uncovering customer business requirements, mapping workflows and aligning Adobe solutions to solve key business challenges
• Be a solution expert in order to evangelize products/technology to excite and encourage customers to push the boundaries of creativity.
• Lead and deliver product enablement / demo’s as required for the customer. Proactively keep the customer informed on important new product features and capability.
• Develop and maintain a consultative relationship with customer executive sponsors such that all activities are closely aligned with their business strategy.
• Identify and grow expansion (upsell and cross-sell) opportunities and collaborate with sales teams to ensure growth attainment.
• Drives regular governance with customer to report on critical metrics, raise awareness of Adobe news / events. Share results & meaningful items with cross-functional partners.

What You Need To Succeed

• Experience in Post-Sales-Customer Success Account-Management for subscription based Enterprise Software Solutions,
• Experience establishing relationships at Director level and above within enterprise organisations
• Expertize, knowledge and a passion for Adobe products, including Creative Cloud, Adobe Firefly and Adobe Express.
• Must be highly self-managed, adaptable, with the passion to deliver brilliant customer experiences. Serve the customer proactively,
• Communicates clearly, whether verbally, in-writing or when delivering a presentation. Exercises good judgment in delivering communications by considering situational context and the intended audience.
• Excellent organisation skills and a structured working approach, ability to deal with several different activities in parallel.
• Ability to influence and drive issue resolution with cross-functional teams in a matrix organisation
• Bilingual in both Korean and English.
• Collaborative colleague who works well with internal partners from Customer Success, Sales, Solutions Consulting, Marketing and Professional Services
• Has a Growth Mindset with a strong desire to invest in your own professional and personal development.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

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