Customer Success Account Manager

Position:                            Customer Success Account Manager - Digital Sales, Adobe

Business Unit:                      Integrated Customer Experience

Customer Segment:           SMB- North America

Location:                                Remote, India
 

Adobe

At Adobe, we’re on a mission to change the world through digital experiences - now powered by an AI-first approach. We enable everyone, from individual creators to global enterprises, with the tools to create, collaborate, and deliver exceptional digital content with speed, intelligence, and scale.

From industry-leading creative solutions to productivity platforms like Acrobat and Acrobat Sign, Adobe is redefining how people work with documents - making them smarter, more automated, and seamlessly connected across devices and workflows. Our innovations combine creativity, productivity, and AI-driven intelligence to transform how businesses engage customers, streamline operations, and unlock new growth opportunities.

We are equally committed to building an exceptional workplace - one that attracts top talent, fosters innovation, and empowers our people to do their best work every day

The Art of Sales is changing

The fundamentals of selling may be timeless, but today’s digital-first businesses demand a modern approach. Sales must evolve to meet changing customer expectations and buying behaviors.

Adobe’s Integrated Customer Experience (ICX) organization represents a next-generation sales model - powered by advanced analytics, data science, and Ai, to enable highly personalized, insight-driven customer engagement at scale.

By leveraging Ai-driven capabilities such as personalized outreach, dynamic email campaigns and video messaging tailored to individual customer needs and behaviors, we are able to create more meaningful and contextual customer connects. These AI-powered interactions allow us to engage customers at the right moment with relevant messaging, improving both response rates and overall experience.

This approach enables us not only to deepen relationships within our existing install base through targeted expansion, but also to drive new user acquisition across accounts- accelerating overall growth while maintaining a high degree of personalization and customer-centricity.

The Challenge:

We are looking for sales professionals who will be responsible for driving expansion within the existing install base, as well as growing the book of business by acquiring new users within these accounts. You will be responsible for selling our Creativity & Productivity product portfolio, aligning customer needs with the value of our offerings to achieve revenue targets and long-term account growth.

What you’ll do as a CSAM

• Master Adobe Solutions: Develop a strong understanding of the product solution and lead customer conversations by anchoring on their key challenges, positioning the solution in a way that directly addresses their specific business problems

• Driving Expansion: Drive Up-sell & Cross-sell by prioritizing accounts with highest propensity to buy by clearly defining ideal customer profile and contact them via phones, emails & Video Meetings.
• New User Acquisition: Besides driving expansion through upsell and cross-sell within existing accounts, you will also be responsible for identifying and acquiring new users and business professionals within the organization who are not currently using Adobe products. This includes analyzing overall organizational headcount and current penetration levels to identify whitespace opportunities and drive increased adoption across the enterprise.

• Quota Attainment: Deliver the quarterly target as assigned by the business.  Be accountable to the goals of calls, emails, social media contacts, qualified meetings, opportunities, and revenue. 

• Customer Research: Research customers in Adobe's various customer management systems & external sources such as LinkedIn, ZoomInfo, etc. to identify the growth opportunity within an account.  Know “who the customer is” on a real-time basis when interacting with the customer over email, the phone, or video conference. 

• Execute Marketing Leads/ Growth Propensity indicators: Execute Marketing Qualified Leads (MQLs) & other call to actions based on the propensity growth indicators with a defined SLA to maximize revenue.

• Pipeline Management: Manage the lead & opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook.  Keep leads and opportunities updated in our internal CRM. 

• Demos: Provide a basic demo of Adobe solutions to customers.  Identify opportunities where a product specialist team can be involved to increase the deal size.  Set up and attend the demos with them. 

What you need to succeed

• Education: Graduation & Higher Secondary School is required. 

• Sales Expertise: 3+ Years of IT or software sales experience; Inside Sales experience is a plus.  Experience selling SaaS solutions preferred, with SMB segment exposure and proven ability to acquire net-new customers.  Possess sound understanding of the sales cycle, inside sales model, and consultative selling approach.  A basic understanding of sales techniques like BANT, objection handling, sales funnel, and pipeline management is desired.  Experience using Salesforce or similar CRM. 

• Communication & Interpersonal Skills: Exceptional ability to build trust and rapport through clear, professional communication across multiple channels (phone, email, video, etc.).  Be ready to cold call and book meetings daily with the strong ability to lead a customer conversation. 

• Execution Excellence & Activity Management: Thrive in a high-volume, metrics-driven sales environment with a strong emphasis on daily outreach. Expected to consistently deliver 60–70 outbound calls and 40–50 emails per day while effectively managing time, prioritizing tasks, and navigating multiple tools.
• Maintain Motivation in a Remote Work Environment:  Demonstrate the ability to stay self-motivated, focused, and productive while working remotely, ensuring consistent performance and timely achievement of goals. 
• Technology Enthusiast:  A passion for technology with the ability to quickly learn and articulate the business value of Adobe solutions. 
• Organizational Skills: Strong organization, follow-through, and documentation skills suitable for customer communication. 
• Data-Driven Decision Making: Utilize customer’s demographics, history, and insights to pitch and drive sales. 

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.

Adobe aims to make our Careers website and recruiting process 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 accommodations@adobe.com or call +1 408-536-3015. 

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.