Principal Customer Success Manager

Job Description

Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Manager 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 Principal Customer Success Manager to join our team. Adobe Learning Manager is Adobe’s Learning Management System (LMS), and we are looking for passionate learning technology professionals who will work with our customers to help them derive the best use of the LMS.

In this position, you will be a trusted advisor, working with customers to fine-tune their learning and development strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account.

To succeed, you will need a proven ability to: candidates who desire to make an impact in the learning & development and technology domain to join our team based out of Bengaluru, India.

In this role, you will:

In this role, you will be responsible to:

Provide consulting services in the domains of learning design and technologies.

Manage client relationships – especially working remotely to assess client maturity and satisfaction.

Interact with a broad level of client contacts – from Learning Managers to CLOs and Directors

Present complex technical & functional information in a clear manner, both written and verbal

Manage multiple customers (and engagements) concurrently.

Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts.

What You'll Do

In this role, you will be responsible to:

Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services.

Technical Expertise & Maturity : Demonstrating a deep understanding of the product and its technical aspects, including API integration use cases, understanding customer use cases, and recommending solutions.

Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximizing the value they derive from it.

Business Acumen & Ownership : Having a strong understanding of the customer's business goals, challenges, and industry trends and leveraging that knowledge to provide strategic guidance and align the product with their objectives.

Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, and providing valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality.

Renewals and Expansion: Managing the renewal process by engaging with customers to ensure contract renewals. Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the sales team to drive revenue growth, and advocating for the product's value proposition.

Proficiency in delivering seamless presentations for Strategic Business Reviews (SBRs), conducting Training sessions, product demos covering API offerings, and sharing Best Practices with new and existing customers.

What You Need To Succeed
To be successful in this role, you will possess:

A combined 12-15 years in the domain of customer relationship, preferably learning technologies to consult with additional responsibilities in sales/post-sales and solution consulting.

Ability to develop deep product and technical ecosystem knowledge.

A deep understanding of the eLearning market and experience administering LMS’ or managing L&D programs will be a bonus.

A strong empathy for customers AND passion for revenue and growth

Strong leadership skills with proven ability to influence inside and outside of the organization.

An ability to manage or influence through persuasion, negotiation, and consensus building.

An analytical and process-oriented mindset supported by excellent communication and presentation skills.

A Bachelor’s / master’s degree in business management/engineering or relevant fields.

A minimum of 7-10 years of demonstrated exceptional customer management.

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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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.