Customer Success Advisor
Job Details Customer Success Advisor Location: Fully Remote Duration: 11/09/2026 - 05/07/2027 (Contract) Team: Customer Success Advisor Job Overview The Customer Success Advisor (CSA) drives customer adoption, value realization, and long-term success across a portfolio of Adobe Experience Cloud customers. Blends customer success advisory, value measurement, stakeholder engagement, and account stewardship to accelerate customer maturity and identify opportunities that support retention and expansion. Performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements to demonstrate measurable value throughout the engagement lifecycle.
Responsibilities
Client Relationship Leadership Conduct proactive customer outreach using the CSA digital engagement model and health-based criteria. Understand customer business objectives, success criteria, and value realization opportunities. Build relationships with key operational stakeholders and monitor account sentiment, adoption, and health. Respond promptly to reactive customer inquiries and coordinate resources as needed. Value Realization Execution Translate client goals into Value Realization Programs with metrics and milestones. Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion). Monitor adoption trends, ROI indicators, success KPIs, and measurable value. Develop use cases to address customer needs and identify attrition risks, opportunities, and value gaps early. Lead Generation & Opportunity Identification: Surface early-stage solution upsell opportunities and provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem. Deploy digital programs such as thought leadership, events, and training; contribute insights to Strategic Business Reviews and share adoption scores and next best actions. Communication & Stakeholder Management: Communicate effectively across business, technical, and executive audiences; engage sponsors and stakeholders to reinforce adoption strategies. Provide structured meeting documentation and value updates; maintain Account & Solution Health summaries and planning in systems. Problem Solving & Customer Advocacy: Troubleshoot adoption and measurement challenges; monitor and escalate technical issues when needed and activate CERT for major escalations. Intervene early to prevent attrition risk and develop save plans.
Required Qualifications
Bachelor’s Degree. 6-8 years of Customer Success, Account Management, or consulting experience. Experience with value realization, ROI, and success metrics. Ability to translate data into insights and facilitate workshops. Experience with customer success tools such as Gainsight. Strong communication and analytical skills. Understanding of change management. Familiarity with Adobe Experience Cloud or similar platforms.
Compensation
Pay Rate: $65.00/hour Requisition ID 37770312