Sr. Customer Success Manager – AEP, RTCDP & CJA

Key Responsibilities

• Own the end-to-end customer success lifecycle for strategic accounts, driving customer health, solution adoption, renewals, and growth across Adobe Data & Insights solutions.
• Develop a deep understanding of each customer’s business goals, technical ecosystem, and data architecture to guide meaningful AEP/RTCDP/CJA 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, TAMs, 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 Adobe’s internal ecosystem (Product, Engineering, Marketing).
• Leverage internal Adobe programs like PAS, VRA, and CS Connect to build scalable, consistent engagement frameworks.
• Participate in strategic initiatives such as thought leadership, content creation, and best practice sharing to contribute to the evolution of the CSM practice.

Qualification & Requirements

• Bachelor’s Degree or higher in Business, Marketing, Engineering or related field. MBA preferred.
• 10–14 years of experience in Customer Success, Business Consulting, or Technical Account Management in the SaaS or MarTech space.
• 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) is required. Adobe certifications are 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.
• Flexibility to travel (approx. 20%)
• Strong team player and stakeholder management skills.
• Experience in delivering Webinars (Online and in person)
• Travel: Up to 30%, as required

Benefits

At Adobe, your health and wellbeing matters. That’s why we offer a range of inclusive benefits designed to support you and your family in staying healthy — physically, mentally, and financially. From health insurance to wellbeing reimbursements, employee assistance programs, and work-life support, we’ve got you covered. Here’s a snapshot of what we offer:

• Generous time off and enhanced leave for moments that matter
• Enjoy a 4-week sabbatical after five years of employment
• Purchase Adobe stock at 15% below fair market value by enrolling in ESPP
• Feed your brain with educational reimbursement of $10,000 USD a year