Job Title: Customer Success Manager (AEM Guides)
Location: Bangalore (Mode of work: Hybrid) Region: NA Shift: EST time zone, 5 p.m.–2 a.m. IST
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!
Job Description
Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Managers and oversees day-to-day relationships with clients. Ensures that schedules and budgets are met according to contractual agreements. Works with clients to cultivate future projects and qualify new opportunities. Consults with other team members (Product Management/Engineering/Services/Support/Sales) to be sure mutual objectives are met.
The Opportunity
We are looking for a Techno-functional Sr. Customer Success Manager to join our team. AEM Guides is Adobe’s cloud-native Component Content Management System (CCMS), and we are looking for passionate Technical Communication and Content Strategy professionals who will work with our customers to help them derive the best use of structured content and DITA standards.
In this position, you will be a trusted advisor, working with customers to fine-tune their technical documentation strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account.
In this role, you will be responsible to:
- Provide consulting services in the domains of Structured Content Strategy, DITA (Darwin Information Typing Architecture), and Technical Documentation technologies.
- Manage client relationships – especially working remotely to assess client maturity and satisfaction within the CCMS ecosystem.
- Interact with a broad level of client contacts – from Documentation Managers and Information Architects to Directors of Technical Communication and Content Operations.
- Present complex technical & functional information in a clear manner, covering aspects like XML authoring, publishing pipelines, and content reuse.
- Manage multiple customers (and engagements) concurrently.
- Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts by identifying adjacent content needs (e.g., Marketing, HR, or Legal documentation).
What You'll Do
Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their complex content lifecycles, and ensuring satisfaction.
Technical Expertise: Demonstrating a deep understanding of AEM Guides, including DITA standards, XML authoring, API integrations, and automated publishing workflows.
Product Adoption: Assisting customers in effectively implementing and adopting AEM Guides, ensuring they achieve "Time-to-Value" by optimizing their documentation migration and review workflows.
Business Acumen: Understanding the customer's business goals (e.g., reducing support tickets through better docs) and leveraging that knowledge to provide strategic guidance.
Product Feedback: Gathering customer feedback on technical gaps (e.g., Web Editor enhancements or PDF templates) and providing insights to Product Engineering to drive the roadmap.
Renewals and Expansion: Managing the renewal process and identifying opportunities for upselling additional licenses or features (like Native PDF Publishing) to drive revenue growth.
Strategic Reviews: Delivering high-impact Executive Business Reviews (EBRs) and Strategic Business Reviews (SBRs), conducting product demos, and sharing "Best Practices" for structured content.
What You Need To Succeed
A combined 7-10 years in the domain of Technical Communication, CCMS, SAAS or Content Technologies with responsibilities in solution consulting or post-sales and customer success.
Ability to develop deep product and technical ecosystem knowledge (AEM, DITA-OT, XML).
A good understanding of the Structured Content/Technical Docs market; experience managing complex content migrations or XML-based workflows is a significant bonus.
A strong empathy for customers AND a passion for revenue and growth.
Strong leadership skills with the proven ability to influence stakeholders ranging from technical writers to C-level executives.
An analytical and process-oriented mindset supported by excellent communication and presentation skills.
A Bachelor’s / Master’s degree in Business Management, Engineering, Technical Communications, or relevant fields.
A minimum of 3-4 years of demonstrated exceptional customer management for enterprise software.
About Adobe
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.
** Let’s Adobe together**
At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
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 protected characteristic. Learn more.
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