The Opportunity
We are looking for a Senior Manager of Customer Success to join our Customer Experience Orchestration team. In this role, you will supervise Customer Success Managers handling a portfolio of strategic enterprise customers. This leader will bring industry proficiency, keen commercial judgment, and enthusiasm for developing talent in a high-performance atmosphere.
What You’ll Do
Lead and Cultivate a High-Performing Team
- Manage, mentor, and develop a team of Customer Success Managers responsible for delivering measurable customer outcomes across a defined portfolio.
- Establish clear performance expectations aligned to retention, growth, and customer health metrics.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Attract, recruit, develop, and retain top talent.
Drive Customer and Business Outcomes
- Own team-level retention and expansion performance, ensuring strong renewal rates and growth across the portfolio.
- Guide your team in building strategic account plans and executive engagement strategies for enterprise customers.
- Coordinate customer health trends and risk mitigation strategies, ensuring proactive engagement and resolution.
- Engage directly with Director, VP, and C-level customers to strengthen executive relationships and resolve complex issues.
- Ensure consistent execution of business reviews that clearly demonstrate value realization and long-term partnership alignment.
Build Strategy and Operational Excellence
- Develop and refine customer success methodologies that support enterprise engagement models and lifecycle excellence.
- Use data-driven insights to assess portfolio performance, opportunities, and strategic improvements.
- Provide regular business updates to senior leadership on portfolio health, key risks, opportunities, and team performance.
- Collaborate across departments on initiatives that improve the customer experience and increase organizational efficiency.
- Lead through change, aligning the team to evolving business priorities and transformation initiatives.
Experience
- 10+ years of experience in a SaaS, software, or enterprise technology environment, with significant leadership experience managing customer-facing teams (Customer Success, Professional Services, or Account Management).
- Proven track record of leading teams responsible for enterprise customer retention and growth.
- Strong executive presence and demonstrated success engaging with Fortune 500 organizations.
- Commercial experience aligning customer success strategy to revenue outcomes.
- Demonstrated success leading through change and driving organizational transformation initiatives.
- Strong analytical skills with the ability to convert business metrics into practical strategy.
- Strong communication, presentation, and storytelling abilities, with the capability to influence individuals at every level within an organization.
- Experience working collaboratively across Sales, Product, Marketing, and Support leadership.
- Ability to lead effectively in complex, ambiguous, and fast-paced environments.
- Willingness to travel up to 30%.
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.
Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015.
AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.
Expected Pay Range:
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $150,400 -- $269,900 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In Washington, the pay range for this position is $177,100 - $256,500
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.