Customer Success Advisor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Advisor (Remote, Contract) based in the United States.

Help enterprise customers maximize the value of their digital experience investments through strategic customer success management and measurable business outcomes. In this remote contract role, you will support a portfolio of Adobe Experience Cloud customers, strengthening adoption, customer satisfaction, retention, and long-term account growth. You will work closely with client stakeholders and consulting teams to translate business objectives into actionable value realization strategies. By analyzing adoption trends, ROI indicators, and customer health metrics, you will identify opportunities, address risks, and demonstrate tangible results. You will also collaborate with sales and technical teams to support expansion opportunities and resolve customer challenges. This role is ideal for a customer success professional who combines analytical thinking, relationship management, and a consultative approach to delivering lasting client value.

As a Customer Success Advisor, you will guide customer engagement, measure business value, and help clients achieve their strategic objectives throughout the engagement lifecycle. Your responsibilities will include:

• Proactively engage customers using digital engagement models and customer health indicators to strengthen relationships and encourage adoption.

• Understand customer business objectives, success criteria, and opportunities for value realization.

• Build relationships with operational stakeholders and monitor customer sentiment, solution adoption, and overall account health.

• Respond promptly to customer inquiries and coordinate internal resources to address concerns and support successful outcomes.

• Translate customer objectives into structured Value Realization Programs with clearly defined metrics, milestones, and measurable outcomes.

• Lead customer-facing and internal Value Runbook Assessments to evaluate adoption, performance, and opportunities for improvement.

• Monitor adoption trends, return on investment (ROI), success KPIs, and other indicators of business value.

• Develop relevant use cases that align platform capabilities with customer needs and business priorities.

• Identify customer attrition risks, adoption gaps, and opportunities for improvement early, developing proactive retention and recovery plans.

• Identify potential upselling and expansion opportunities and coordinate appropriate handoffs to sales teams and relevant ecosystem partners.

• Deploy digital engagement initiatives, including thought leadership content, customer events, and training programs.

• Coordinate with account directors to schedule Strategic Business Reviews and contribute insights on adoption scores, customer health, and recommended next steps.

• Communicate effectively with business stakeholders, technical teams, and executive sponsors to reinforce adoption strategies and demonstrate progress.

• Prepare structured meeting notes, value updates, account health summaries, and customer success plans in relevant systems.

• Troubleshoot adoption and value measurement challenges, escalate technical issues when necessary, and activate appropriate escalation processes for critical situations.

• Advocate for customer needs while balancing business objectives, technical capabilities, and consulting engagement constraints.

Requirements:

You are a customer-focused professional with experience in customer success, account management, or consulting. You can translate business objectives and customer data into actionable strategies, facilitate stakeholder discussions, and demonstrate measurable business value. The ideal candidate will bring the following qualifications:

• Bachelor's degree in a relevant field.

• 6–8 years of experience in customer success, account management, or consulting.

• Experience with value realization methodologies, ROI measurement, and customer success metrics.

• Ability to analyze data, identify trends, and translate findings into actionable business insights.

• Experience facilitating workshops and aligning customer stakeholders around business objectives and success plans.

• Familiarity with customer success platforms and tools such as Gainsight.

• Strong written and verbal communication skills, with the ability to engage operational, technical, and executive audiences.

• Strong analytical, problem-solving, and relationship-building skills.

• Understanding of change management and strategies for driving technology adoption.

• Familiarity with Adobe Experience Cloud or comparable enterprise digital experience platforms.

• Ability to identify customer risks, manage expectations, and coordinate cross-functional teams to improve customer outcomes.

• A proactive, consultative mindset focused on customer advocacy, retention, and long-term value creation.

Benefits:

• Remote working arrangement within the United States.

• Contract-based engagement offering the opportunity to contribute to enterprise customer success initiatives.

• Exposure to Adobe Experience Cloud and enterprise digital transformation projects.

• Opportunity to work with cross-functional consulting, sales, and technical teams.

• Experience supporting global brands in improving customer engagement, platform adoption, and measurable business performance.

• Opportunity to develop expertise in value realization, customer health analysis, and strategic account management.