Trusted advisor. Value strategist. Cross-functional orchestrator who turns adoption into renewal.

The Opportunity

Enterprise customers are being asked to do more with AI-powered creative production — scale content across more markets, channels, formats, and audiences — while protecting brand consistency, creative quality, and commercial safety. Firefly Custom Models and Firefly Creative Production help customers move from isolated experimentation to repeatable, adopted, and renewed production workflows.

The Creativity & Productivity (C&P;) Customer Strategy & Success group helps customers turn early adoption into durable, expanding value. We work with creative, marketing, production, operations, and technology leaders to connect what customers bought with the outcomes they came for.

The focus of this role is an experienced customer-success leader who can build trusted executive relationships, orchestrate cross-functional teams, and turn adoption into measurable, renewable value.

About the Role

We are seeking a Customer Success Manager (CSM) to join the Creativity & Productivity (C&P;) Customer Strategy & Success team. The CSM serves as the primary post-sales relationship owner and strategic partner for customers, helping them realize measurable value from Adobe Creative Production and Custom Model solutions and expand adoption across relevant teams, workflows, and use cases. This role combines executive relationship management, customer strategy, adoption leadership, value realization, and cross-functional orchestration across the C&P; portfolio.

The successful candidate will translate customer business priorities into actionable success plans, establish trusted relationships with stakeholders at multiple levels, identify adoption and value opportunities, and coordinate Adobe resources to help customers achieve meaningful outcomes. The CSM will partner closely with solution specialists, including Strategic Development Managers (SDMs) who specialize in Firefly Creative Production and Custom Models, as well as sales, solution consulting, professional services, support, product, and other internal teams.

What You Will Do

- Own the overall post-sales customer-success motion for these Firefly Custom Models and Creative Production C&P; customers.
- Build and maintain trusted relationships with customer stakeholders, including business leaders, executives, practitioners, administrators, and technical partners.
- Develop customer success plans that connect business objectives to prioritized Adobe use cases, adoption milestones, and measurable outcomes.
- Lead structured discovery to understand customer priorities, operating models, business challenges, and opportunities to increase value from Adobe solutions.
- Drive adoption and active use by identifying barriers,



aligning stakeholders, coordinating enablement, and maintaining momentum through launch and expansion phases.
- Measure and communicate value realization using agreed success metrics, customer outcomes, adoption indicators, and progress against strategic priorities.
- Monitor customer health, identify risks and opportunities early, and create action plans to address adoption gaps, stakeholder changes, implementation challenges, and other obstacles to success.
- Orchestrate cross-functional Adobe teams to deliver a coordinated customer experience and ensure clear ownership of actions, decisions, and follow-up.
- Partner with Strategic Development Managers and other solution specialists to develop detailed use cases, provide solution guidance, and accelerate training, enablement, and engagement.
- Facilitate executive business reviews, success checkpoints, adoption workshops, and other customer engagements that demonstrate progress and reinforce the value of Adobe solutions.
- Capture customer insights, feedback, risks, and opportunities and share them with the appropriate Adobe stakeholders to improve the customer experience and inform product or program priorities.
- Support retention and expansion readiness by maintaining a clear view of customer value, relationship strength, adoption maturity, and future needs.
- Maintain accurate customer plans, engagement notes, success metrics, risk assessments, and action tracking in the designated systems of record.

The only metric that matters here: did the customer realize measurable value, and did that value turn into renewal or expansion. Everything else supports that outcome.

How You'll Collaborate

You will work as the central coordinator of a customer-success team that may include:

- Account executives and sales leadership for commercial alignment and account strategy.
- Strategic Development Managers and solution specialists for use-case development, solution guidance, training, and enablement.
- Solution consultants, professional services, and implementation partners for deployment and workflow outcomes.
- Support and service teams for issue coordination, customer communication, and escalation follow-through.
- Product, engineering, marketing, and enablement teams for customer feedback, advocacy, and adoption programs.

What You Will Bring

Required Qualifications





- Bachelor's degree or equivalent practical experience.
- Experience in customer success, account management, consulting, strategic services, solution adoption, or a related customer-facing function.
- Experience managing multiple customer relationships and coordinating cross-functional teams in a complex enterprise environment.
- Demonstrated ability to translate business priorities into structured plans, actions, and measurable outcomes.
- Solid written, verbal, presentation, facilitation, and executive-communication skills.
- Ability to operate independently, prioritize effectively, and maintain momentum across multiple customer initiatives.

Preferred Qualifications

- Experience with Adobe solutions or adjacent creative, productivity, digital-document, collaboration, or workflow technologies.
- Experience leading enterprise adoption, change-management, enablement, or value-realization programs.
- Ability to engage credibly with both executive stakeholders and hands-on practitioners.
- Experience using customer-health frameworks, success plans, adoption metrics, or customer relationship management systems.
- Experience working across distributed, matrixed, or global teams.
- Relevant industry, business-transformation, or digital-workflow expertise.

Core Competencies

Competency

What it looks like in this role

Customer advocacy

Builds trust, understands customer goals, and consistently represents the customer perspective internally.

Strategic thinking

Connects business priorities, solution capabilities, adoption actions, and measurable outcomes.

Executive presence

Communicates clearly and credibly with senior stakeholders and facilitates outcome-focused conversations.

Orchestration

Aligns people, actions, dependencies, and decisions across Adobe and customer teams.

Value realization

Defines, tracks, and communicates the business impact of adoption and successful use.

Risk management

Identifies emerging risks early and converts them into clear, owned mitigation plans.

Learning agility

Rapidly develops solution, industry, and customer-context expertise and applies it in new situations.

What Success Looks Like

- Strength and quality of customer relationships across relevant stakeholder levels.
- Progress against customer success plans, priorities, and agreed milestones.
- Adoption and active use of Firefly Service Custom Models & Firefly Services Creative Production, capabilities, and workflows.
- Documented customer value realization and outcome progress.
- Customer health, risk identification, and effectiveness of mitigation plans.
- Quality and timeliness of cross-functional orchestration and follow-through.
- Customer readiness for renewal, advocacy, expansion, or additional strategic engagement.

📌 Customer Success Manager (Canada)
🏢 AFTIA Solutions
📍 Canada