Sr. Customer Success Manager

Title: Sr. Customer Success Manager
Duration: 12 Months (Possible Extensions)
Location: New York, NY / Remote

Duties:
** Local candidates are preferred. Open to remote candidates**
Customer Success Managers (CSM) lead the post-sales experience at CLIENT’s. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional CLIENT’s ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Successful CSMs are technology-savvy individuals who have experience with CLIENT’s solutions such as CLIENT’s Creative Cloud and CLIENT’s Document Cloud with a clear understanding of the value of those solutions in driving business strategies and workflows. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful.
The CSM position includes all of the following aspects:
Accountable for Customer’s overall success with CLIENT’s, including renewal readiness, adoption of CLIENT’s 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 CLIENT’s 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 CLIENT’s solutions to accelerate and advance their creative process
Identify Customer risk, and work with extended CLIENT’s team to create and execute on “get well” plans
Be the voice of the customer internally at CLIENT’s – 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

Skills:
Passion for driving customer success and measurable outcomes
Proven effectiveness managing an account portfolio of large, complex, and strategic accounts at a senior level
Exceptional organizational, presentation, and communication skills, both verbal and written
Ability to prioritize, multi-task, and perform effectively under pressure
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships
Existing knowledge of software in digital marketing and/or digital media space
Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Tried effectiveness at leading and facilitating executive meetings and workshops
Validated experience with account planning & customer success plans
Effective at leading executive C-level discussions and presentations

Education:
Bachelor’s Degree and/or relevant work experience
5-10 years of related experience in technology (Customer Success, Consulting, Business Development, Sales Engineering, client-side experience, etc.)
Strong experience with CLIENT’s Digital Media Solutions (Creative Cloud & Document Cloud)
Advanced knowledge of one or more key digital media workflows: graphic design, photography, illustration; UI/UX; video production; content and asset management; 3D, AR/VR; WIP creative collaboration
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