Customer Success Advisor
New
B
Blue Acorn iCiCustomer success consulting
Remote - United StatesContractSenior
Salary not disclosed
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Job Details
- Experience
- 6-8 years of Customer Success, Account Management, or consulting experience.
- Required Skills
- Stakeholder managementChange ManagementCustomer SuccessAccount Management
Requirements
- 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.
Responsibilities
- 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.
- Translate client goals into Value Realization Programs with metrics and milestones.
- Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion) and monitor adoption trends, ROI indicators, success KPIs, and measurable value.
- Identify attrition risks, opportunities, and value gaps, and develop save plans to prevent attrition.
- Surface early-stage solution upsell opportunities and provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem.
- Coordinate customer SRBs and contribute adoption scores and next-best-action updates to Strategic Business Reviews.
- Troubleshoot adoption and measurement challenges, monitor and escalate technical issues, and activate CERT for major escalations.
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