Customer Success Manager (AEM Guides)

JOB LEVEL

P30EMPLOYEE ROLE

Individual Contributor

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 new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Job Description

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.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

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 applicable characteristics protected by law. Learn more.

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