Customer Success Manager

The Opportunity

We have an exciting opportunity for a Customer Success Manager – Digital Strategy. This position is part of the Adobe Experience Cloud team. You will support enterprise clients throughout Latin America. The job is based in Santiago, the capital of Chile. This role emphasizes a strategic and consultative approach, guiding customers to reach significant business results through the use of digital solutions.

You will work alongside key customer participants, including executive groups when relevant. Your role includes supporting the creation and growth of their digital strategy. You will link business needs with capabilities and market procedures. It is encouraged that you do not implement everything yourself. Instead, you will bring together discussions, resources, and cooperation to achieve measurable outcomes. You will maintain governance, clarity, and ongoing advancement.

The role demands consistent engagement within the local community, involving regular customer visits and weekly face-to-face team gatherings in coworking spaces.

What You Will Do

• Act as a point of contact for collaborators within customer organizations, including executive audiences when appropriate.
• Build and run customer success plans with clear goals, achievements, metrics, and a governance cadence with checkpoints, reviews, and action planning.
• Co-create plans passionate about measurable outcomes and long-term value, connecting customer priorities to digital initiatives.
• Translate strategic objectives into coordinated workstreams supported by internal specialists and partners.
• Guide customers through their digital maturity journey, from adoption to operational excellence.
• Facilitate sessions such as journey mapping, maturity assessments, and initiative prioritization.
• Track adoption and engagement, identify blockers, and define actions to accelerate results.
• Monitor account health and risk signals, and drive proactive mitigation plans and collaborator alignment.
• Demonstrate and document business value and impact by connecting initiatives to outcomes such as efficiency, growth, and customer experience.
• Share benchmarks, trends, and guidelines to encourage innovation and strategic evolution.
• Collaborate with cross-functional teams such as Sales, Product, Consulting, Marketing, and partners to identify and build value-based expansion opportunities.
• Represent the voice of the customer internally, ensuring feedback and needs are addressed with the right teams.
• Contribute to continuous improvement of Customer Success practices through collaboration and knowledge sharing.

What You Need to Succeed

• Solid experience in digital business environments, for example digital consulting, strategy, innovation, marketing technology, or digital transformation.
• Experience with enterprise customers paired with proficiency in leading structured strategic conversations with collaborators at different levels.
• Strong consultative style with active listening, organized thinking, and the ability to clarify complexity.
• Knowledge of digital business models, customer journey strategies, data-driven decision-making, and omnichannel experiences.
• Experience helping organizations translate business objectives into digital initiatives, even without owning direct execution.
• Excellent communication and storytelling skills, with adaptability to different profiles and cultural contexts.
• Proficiency in Spanish and English. Portuguese is an advantage.
• A Bachelor's degree or equivalent experience is necessary. An MBA or a focus on Strategy, Digital Innovation, or related areas is advantageous.

Professional Attributes

• Strategic problem solver who connects digital solutions to long-term business objectives.
• Influential relationship builder who mobilizes cross-functional teams.
• Orchestrator who drives alignment and consistent execution across collaborators.
• Innovative attitude with curiosity, market perspective, and continuous improvement.
• Clear communicator with confidence, empathy, and executive presence when needed.

How We Work

• Develop with focus driven by curiosity and constant advancement.
• Improve quality, rigor, and focus on measurable impact.
• Own the outcome with accountability, follow-through, and results focus.
• Be genuine and collaborative through transparency, empathy, and trust.

Presence and Travel

• Located in Santiago, Chile, with regular visits to customers.
• Weekly in-person team meetings held within shared work environments.
• Willingness to travel within the region as needed, up to approximately 20%.

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. 

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