Customer Success Account Manager

Job Description

Customer Success Account Manager – Adobe AEM Guides

🏢 Company: Adobe
💼 Role: Customer Success Account Manager (CSAM)
👤 Employee Role: Individual Contributor
📊 Job Level: P40
💼 Experience: 12+ years total; 10+ years in customer management
🌎 Customer Base: Enterprise / Fortune 500
🌙 Shift: Late evening hours to support North American customers

About the Role

Adobe is looking for an experienced Customer Success Account Manager to support enterprise customers using AEM Guides, a modern CMS for technical documentation.

The role combines customer success, account management, product adoption, technical coordination, and revenue growth. You will work in a fast-growing, startup-like environment within Adobe while managing relationships with large enterprise customers.

Key Responsibilities
Manage multiple enterprise customer accounts and engagements simultaneously.
Build and maintain strong relationships with customers.
Assess customer maturity, satisfaction, product adoption, and overall account health.
Engage with stakeholders ranging from Technical Writers to CLOs and Directors.
Advise customers on ways to maximize value from Adobe AEM Guides.
Serve as the customer advocate within Adobe and communicate customer insights to product teams.
Develop delivery plans aligned with internal KPIs.
Drive higher product adoption, customer satisfaction, and account health scores.
Handle customer product and technical queries.
Manage support issues and escalations.
Prepare regular status updates and quarterly activity reports for Adobe leadership.
Identify upsell and cross-sell opportunities.
Increase customer lifetime value through advocacy and referenceability.
Requirements
12+ years of total professional experience.
Minimum 10+ years of exceptional customer management experience.
Strong passion for customer satisfaction and success.
Experience managing multiple customers/accounts concurrently.
Excellent verbal, written, presentation, and organizational skills.
Ability to explain complex information clearly.
Strong relationship-building and communication skills.
Comfortable interacting with senior enterprise stakeholders.
Ability to influence through persuasion, negotiation, and consensus building.
Strong leadership and stakeholder-management capabilities.
Analytical and process-oriented approach.
Strong understanding of customer needs combined with a passion for revenue and business growth.
Willingness to work late evenings for North American customers.
Experience with Adobe Experience Manager (AEM) is an advantage.
Ideal Candidate

The ideal CSAM will combine strategic customer management with commercial thinking—someone who can advocate for customers internally while also identifying opportunities to expand product adoption and account value.

🌍 Enterprise Exposure: Fortune 500 customers
📈 Career Environment: Fast-growing product team within Adobe
🤝 Work Style: Highly collaborative, customer-facing role

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