Principal Customer Success Manager

About the Role

We are seeking an experienced Principal Customer Success Manager specializing in Adobe Learning Manager, Adobe's Learning Management System (LMS). Located in Bangalore with a hybrid working arrangement, this role requires working primarily during the EST time zone (5 p.m. to 2 a.m. IST). The successful candidate will act as a trusted advisor to clients, helping them optimize their learning and development strategies to maximize the value derived from the LMS.

Key Responsibilities

• Provide expert consulting in learning design and learning technologies.
• Manage remote client relationships, evaluating client maturity and satisfaction levels.
• Communicate effectively with various levels of client leadership, including Learning Managers, CLOs, and Directors.
• Present complex technical and functional information clearly, both in written and verbal formats.
• Handle multiple customer engagements simultaneously.
• Identify and pursue opportunities for upselling and cross-selling within assigned accounts.
• Maintain strong customer relationships by understanding their needs and ensuring satisfaction with Adobe products and services.
• Demonstrate comprehensive technical knowledge of the product, including API integration and customer use cases, and recommend appropriate solutions.
• Support successful product adoption and implementation to ensure customers achieve their objectives.
• Understand customer business goals and industry trends to provide strategic guidance aligning product usage with their objectives.
• Collect and analyze customer feedback to inform product development and enhancements.
• Manage contract renewals and collaborate with sales to drive revenue growth through renewals, upselling, and cross-selling.
• Deliver presentations for Strategic Business Reviews, conduct training and product demonstrations covering API features, and share best practices with new and existing customers.

Required Qualifications and Skills

• 12 to 15 years overall experience in customer relationship management, preferably within learning technologies, with additional roles in sales/post-sales and solution consulting.
• Strong product and technical ecosystem expertise.
• Experience or familiarity with eLearning markets, LMS administration, or managing learning and development programs is highly advantageous.
• Demonstrated empathy toward customers coupled with a passion for revenue growth.
• Proven leadership ability capable of influencing stakeholders both internally and externally.
• Skilled in negotiation, persuasion, and consensus building.
• Analytical, process-driven mindset with excellent communication and presentation skills.
• Bachelor’s or Master’s degree in business management, engineering, or a related field.
• A minimum of 7 to 10 years of exemplary customer management experience.

About Adobe

Adobe is a pioneer in digital experiences, offering creative and productivity tools like Adobe Acrobat Studio, Creative Cloud, Adobe Experience Platform, and more. We empower over 30,000 employees globally to innovate and shape the future. Our culture nurtures ideas from all levels ensuring equal opportunity, fostering diversity, and encouraging each employee to make a significant impact.

Additional Information

Adobe is committed to Equal Employment Opportunity and does not discriminate based on gender, race, ethnicity, disability, religion, sexual orientation, veteran status, or any other protected categories. If you require accommodations during the application process, assistance is available.

Note on Interviews: Live use of AI or recording tools is prohibited unless explicitly approved or invited by the interviewer, to ensure authenticity of your responses.