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

CUSTOMER SUCCESS MANAGER - Middle East

Duties : Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership, Adoption and Value Realisation.

Our Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives, design success plans and establish governance frameworks.

As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.

What you'll do

• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators

• Enhance value realisation and return on investment from the solutions and services they buy from Adobe

• Increase solution adoption and usage with a clear plan

• Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK

• Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition

• Track accounts' performance and lead critical blocking issues with clear execution plan and drive to get closure

• Build and grow relationships for Adobe's strategic portfolio of multi-solution, multi brand clients at the senior level becoming a trusted partner

• Build a strong post-sales strategy for your portfolio of accounts to ensure our customers enhance the value on their investment in Adobe's Solutions

• Provide thought leadership, thought leadership & domain expertise to the customer success organization, our clients and Adobe's European Customer Success team

• Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services teams

• Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight and innovate for customer success

• Become an ambassador for to the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales

• Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team

What you'll need

• Bachelor's degree or equivalent experience

• Minimum 5-10 years experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered

• Strong experience in Digital Marketing Solutions and knowledge of the Adobe's
competitive landscape

• Proven effectiveness managing an account portfolio of large, global, Sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor

• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)

• Strong communications skills (written & verbal) & high level critical issue management

• Able to anticipate and identify ill-defined problems/issues with strong presentation skills at all audience levels

• Tenacious, personable, high confidence and results oriented

• Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations

Location: KAFD, Riyadh

Hours of work: 40 hours per week

Education requirement: Degree or equivalent qualification/experience

Experience requirement: Minimum 5 years in SaaS solution environment

Benefits: Private medical insurance; Employee stock purchase plan; Holiday & global well-being days; Allowances plus many more.

Application start and end date: Starting 16th November for approx. 4-6 weeks.

Adobe Middle East

Adobe in the Middle East empowers businesses and individuals through creativity and digital transformation. In Saudi Arabia, we support Vision 2030 by driving innovation, developing local talent, and enabling exceptional customer experiences. As the regional headquarters for foreign companies, Adobe serves as a strategic hub for growth and collaboration across markets. Join us to help shape the future of digital experiences in one of the world's most dynamic economies.

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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