The Customer Success Manager (CSM) is the voice of the customer within Adobe, maintaining a high level of customer satisfaction,advocating customer strategy, providing customer disposition feedback, driving optimal solution realization, and collaborating with Adobe product teams to ensure that everyone is aligned to the customer's strategic roadmap. The CSM facilitates discovery of additional business requirements in conjunction with the Adobe account team, and will engage additional Adobe resources or teams when appropriate.
The CSM also works to create a more effective strategic partnership between Adobe and the customers, by bringing Adobe best practices to the table, expanding and developing new relationships between Adobe and the customer, and reducing complexity and simplifying processes.
Key CSM Activities and Deliverables
Customer Success Dashboard
The Customer Success Dashboard is a dashboard created and maintained by the CSM to build alignment between Customer and Adobe executive leadership, create transparency around status and key activities needed for customer success, promote clear responsibilities and ownership across Adobe and Customer, ground conversations with the customer in the broader context of the account, and promote coordination
Quarterly Business Reviews (QBRs)
A Quarterly Business Review is an onsite business review with the client to review key business objectives, accomplishments, gaps, partnership status, upcoming goals, consulting status, and demonstrate ROI and value from their Adobe investment.
Customized Newsletter:
The Customized Newsletter delivers news and updates, dashboards for usage information, relationship survey results, product release notes, and an overall business summary to your customer in a creative and informative style, The newsletter is built in tandem with Adobe Shared Services and can be directly delivered to your key contacts via email on a quarterly basis.
Customer Scorecards
Scorecards help identify what is and what is not working with Adobe products and services.
CSM Strategic Engagements
Customer Briefings
Customer briefings are executive-level meetings held in the Adobe Customer Experience Center in San Jose, San Francisco, or New York. The purpose of the customer briefing is to align the client and Adobe executives on key initiatives, create strategic partnerships, and strengthen company relationships.
Executive Sponsorship Program:
The Executive Sponsorship Program aligns key accounts to the Adobe Ops Staff (Shantanu and direct reports) in order to build long-term executive-level relationships, continue to drive larger and 'better' deals, and improve retention and expansion. The focus of the program is twofold:
- Long-term, continuous engagement in key accounts.
- In-quarter deal acceleration