Our Company Changing the world through digital experiences is what Adobe s all about We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences We re passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen We re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity We realize that new ideas can come from everywhere in the organization and we know the next big idea could be yours Job Title Customer Success Manager AEM Guides Location Bangalore Mode of work Hybrid Region NA Shift EST time zone 5 p m -2 a m IST Our Company Changing the world through digital experiences is what Adobe s all about We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences We re passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen We re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity We realize that recent ideas can come from everywhere in the organization and we know the next big idea could be yours Ensures that the customer is satisfied with company projects and services Works closely with Sales Account Managers 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 Sr Customer Success Manager to join our team AEM Guides is Adobe s cloud-native Component Content Management System CCMS and we are looking for passionate Technical Communication and Content Strategy professionals who will work with our customers to help them derive the best use of structured content and DITA standards In this position you will be a trusted advisor working with customers to fine-tune their technical documentation strategies and ensure their success You will partner with the customer through their lifecycle and work to develop and grow the account In this role you will be responsible to Provide consulting services in the domains of Structured Content Strategy DITA Darwin Information Typing Architecture and Technical Documentation technologies Manage client relationships - especially working remotely to assess client maturity and satisfaction within the CCMS ecosystem Interact with a broad level of client contacts - from Documentation Managers and Information Architects to Directors of Technical Communication and Content Operations Present complex technical functional information in a clear manner covering aspects like XML authoring publishing pipelines and content reuse Manage multiple customers and engagements concurrently Identify growth opportunities - identify opportunities to both upsell cross-sell on your accounts by identifying adjacent content needs e g Marketing HR or Legal documentation What You ll Do Customer Relationship Management Building and maintaining strong relationships with customers understanding their complex content lifecycles and ensuring satisfaction Technical Expertise Demonstrating a deep understanding of AEM Guides including DITA standards XML authoring API integrations and automated publishing workflows Product Adoption Assisting customers in effectively implementing and adopting AEM Guides ensuring they achieve Time-to-Value by optimizing their documentation migration and review workflows Business Acumen Understanding the customer s business goals e g reducing support tickets through better docs and leveraging that knowledge to provide strategic guidance Product Feedback Gathering customer feedback on technical gaps e g Web Editor enhancements or PDF templates and providing insights to Product Engineering to drive the roadmap Renewals and Expansion Managing the renewal process and identifying opportunities for upselling additional licenses or features like Native PDF Publishing to drive revenue growth Strategic Reviews Delivering high-impact Executive Business Reviews EBRs and Strategic Business Reviews SBRs conducting product demos and sharing Best Practices for structured content What You Need To Succeed A combined 7-10 years in the domain of Technical Communication CCMS SAAS or Content Technologies with responsibilities in solution consulting or post-sales and customer success Ability to develop deep product and technical ecosystem knowledge AEM DITA-OT XML A good understanding of the Structured Content Technical Docs market experience managing complex content migrations or XML-based workflows is a significant bonus A strong empathy for customers AND a passion for revenue and growth Strong leadership skills with the proven ability to influence stakeholders ranging from technical writers to C-level executives An analytical and process-oriented mindset supported by excellent communication and presentation skills A Bachelor s Master s degree in Business Management Engineering Technical Communications or relevant fields A minimum of 3-4 years of demonstrated exceptional customer management for enterprise software Adobe is proud to be an 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 applicable characteristics protected by law Adobe aims to make Adobe com accessible to any and all users If you have a disability or special need that requires accommodation to navigate our website or complete the application process email or call (phone hidden)