The Opportunity

We are looking for a Customer Success Leader to join our Growth CS Organization. You will lead a group of Customer Success Managers focused on our Substance 3D Product in the Creative Cloud ecosystem and work directly with our customers to build strong partnerships, deliver product presentations, drive adoption of Substance and Creative Cloud, and help customers realize tremendous value from their investment.

What You'll Do

Product Expertise

• Maintain deep product knowledge and customer standards in our Substance 3D business across our Enterprise and Corporate segments

• Work with your CSMs to manage their portfolios of business to ensure customer health, renewal and expansion of their Substance 3D investments

• Help build CS infrastructure and process that amplifies the team’s work and provides cross functional visibility about the health of Substance customers

• Align with internal leaders in sales, solutions consultants, and product marketing to guide customer through successful purchase and launch.

Adoption & Value

• Drive your team’s accountability for overall customer success with Adobe’s Substance 3D platform including activation, engagement, adoption, expansion, health score and renewal

• Represent the voice of the customer internally to improve customer and product experience.

• Champion the concept of 3D maturity with our customers and build programs that help our customers become more aware, fluent, and invested in 3D creative technology

• Identify key customers at risk of deployment and create get-well plans

Leadership

• Hire, empower, mentor, and provide coaching and training to increase efficacy of employee skills

• Collaborate with Sales, Support, Operations, and Product marketing teams to create seamless customer experience

• Provide critical feedback to Senior Leaders to support growth within the organization

• Track and manage customer health across the entire portfolio of Substance 3D business and partner with Sales leadership to drive growth in the business

What You'll Need To Succeed

Experience & Skills

• 5 + years relevant work experience in customer success or sales with preference for experience in the technology industry. 1+ year leading a team.

• Familiarity with 3D technology is a plus

• Strong history of successfully navigating customer challenges to resolution.

• Previous experience working as a trusted advisor to drive business value and expansion opportunities.

• Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations.

• Strong history of quota or customer success metric achievement.

• Bachelor’s Degree or equivalent experience.

Professional Attributes

• Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments.

• Communicative: Exceptional organizational, presentation, and people interpersonal skills.

• Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships.

• Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite