Job Description

About the Role:

We’re looking for an innovative and strategic Customer Success and Strategy Specialist to join our dynamic team and drive customer engagement with Adobe Express and Adobe Firefly. In this role, you will be at the forefront of shaping customer experiences, offering creative solutions, and crafting strategies that enable clients to maximize the value of Adobe's powerful suite of tools.

If you have a passion for creative technology, thrive in collaborative environments, and love helping customers unlock their full potential, we want to hear from you!

What You’ll Do:

• Customer Success:
  Serve as the primary point of contact for clients using Adobe Express and Adobe Firefly, ensuring they receive personalized support and are able to fully leverage the tools to elevate their creative projects.
  Key Responsibilities:

  • Guide customers through onboarding, product adoption, and long-term success strategies.
  • Troubleshoot challenges and offer solutions that enhance the customer experience.
  • Build strong, long-lasting relationships, becoming a trusted advisor for customers’ creative needs.
  • Collect feedback and insights to continuously improve the product and customer experience.

• Strategy & Engagement:
  Work closely with the team to design and implement creative strategies that drive product usage and value realization.
  Key Responsibilities:

  • Develop customized strategies for key accounts to increase adoption and usage.
  • Collaborate with marketing, product, and sales teams to align customer success initiatives with business goals.
  • Identify and present new opportunities to enhance customer satisfaction and retention through innovative solutions.

• Training & Enablement:
  Help customers gain confidence and expertise with Adobe tools by developing training materials, conducting webinars, and creating user resources.
  Key Responsibilities:

  • Lead product training sessions and webinars to ensure customers are up-to-date with new features and best practices.
  • Create engaging, easy-to-understand content that simplifies the complex aspects of Adobe Express and Firefly.
  • Ensure customers are fully empowered to use the tools independently and creatively.

• Analytics & Reporting:
  Track customer success metrics, measure product usage, and provide regular reports on progress and outcomes.
  Key Responsibilities:

  • Monitor and report on key success metrics, such as product adoption, customer satisfaction, and retention rates.
  • Leverage analytics to identify areas for improvement and opportunities for growth.
  • Use data to refine strategies, optimizing the customer experience over time.

What We’re Looking For:

• Experience:

  • 3+ years of experience in customer success, strategy, or a similar role, ideally in a SaaS or tech environment.
  • Strong understanding of Adobe Express, Adobe Firefly, and other Adobe creative tools is highly preferred.
  • A proven track record of building successful customer relationships and driving engagement.

• Skills:

  • Excellent communication and presentation skills.
  • Strong problem-solving abilities, with a customer-first mindset.
  • Strategic thinking with the ability to translate business goals into actionable customer success strategies.
  • Familiarity with CRM systems, data analytics, and reporting tools.

• Passion for Creativity & Technology:

  • A genuine passion for helping others use creative tools to bring their ideas to life.
  • A strong interest in digital design, content creation, and innovation.