Customer Success Account Manager

Job Description

Hiring: Customer Success Account Manager (CSAM)

Company: Adobe
Job Level: P40
Employment Type: Full-Time
Role: Individual Contributor

About the Role

Adobe is looking for an experienced Customer Success Account Manager (CSAM) to join the Adobe Experience Manager (AEM) Guides team.

AEM Guides is a next-generation Content Management System (CMS) designed for technical documentation and is trusted by Fortune 500 organizations that publish millions of documents every day. This role offers the unique opportunity to work in a fast-paced, startup-like environment within Adobe, collaborating closely with product, engineering, support, and customer success teams to drive customer value and product adoption.

As a Customer Success Account Manager, you will act as a strategic advisor to enterprise customers, helping them maximize the value of Adobe AEM Guides while strengthening long-term customer relationships and driving product adoption.

Key Responsibilities
Build and maintain strong relationships with enterprise customers.
Serve as the primary customer success partner for assigned accounts.
Engage with stakeholders across different organizational levels, including Technical Writers, Directors, and Chief Learning Officers (CLOs).
Guide customers in adopting best practices to maximize product value.
Manage multiple enterprise customer accounts simultaneously.
Develop and execute customer success plans to improve adoption, satisfaction, and overall account health.
Handle product-related and technical queries by coordinating with internal teams.
Manage customer support issues and escalations to ensure timely resolution.
Present complex technical and business information in a clear and concise manner.
Prepare regular customer status reports and quarterly business reviews for Adobe leadership.
Identify opportunities for product expansion through upselling and cross-selling.
Represent customer feedback internally to influence product improvements.
Increase customer retention, advocacy, and long-term business value.
Required Qualifications
Total Experience: 12+ years.
Minimum 10 years of proven experience in Customer Success, Customer Account Management, Enterprise Account Management, or a similar customer-facing role.
Strong customer relationship management skills with a passion for customer success.
Experience managing multiple enterprise customers concurrently.
Excellent verbal, written, presentation, and communication skills.
Strong analytical, organizational, and problem-solving abilities.
Proven ability to influence stakeholders through collaboration, negotiation, and consensus building.
Customer-centric mindset with a focus on business growth and long-term partnerships.
Willingness to work during late evening hours to support customers in North America.
Preferred Qualifications
Experience working with Adobe Experience Manager (AEM) or AEM Guides.
Experience in Enterprise SaaS, Content Management Systems (CMS), or Digital Experience Platforms.
Exposure to enterprise customer lifecycle management and strategic account planning.
Why Join Adobe?
Work on an industry-leading enterprise product used by Fortune 500 organizations worldwide.
Collaborate in a fast-growing product team with a startup mindset.
Opportunity to influence product strategy through direct customer engagement.
Continuous learning, career development, and internal mobility opportunities.
Inclusive, innovative, and collaborative workplace culture.
Competitive compensation and comprehensive employee benefits.
Equal Opportunity Employer

Adobe is committed to creating an inclusive workplace and is proud to be an Equal Employment Opportunity employer. Employment decisions are made without regard to race, color, religion, gender, age, disability, sexual orientation, gender identity, veteran status, or any other protected characteristic under applicable law.

Candidates requiring accommodation during the recruitment process may request assistance through Adobe’s accommodation support process.