The Customer Success Manager – Digital Strategy will support enterprise clients across Latin America as part of the Adobe Experience Cloud team, based in Santiago, Chile. This role focuses on guiding customers through their digital maturity journey by aligning business objectives with digital solutions and driving measurable business outcomes through strategic collaboration.
What You'll Do
- Act as a point of contact for collaborators within customer organizations, including executive audiences when appropriate.
- Build and run customer success plans with clear goals, achievements, metrics, and a governance cadence with checkpoints, reviews, and action planning.
- Co-create plans passionate about measurable outcomes and long-term value, connecting customer priorities to digital initiatives.
- Translate strategic objectives into coordinated workstreams supported by internal specialists and partners.
- Guide customers through their digital maturity journey, from adoption to operational excellence.
- Facilitate sessions such as journey mapping, maturity assessments, and initiative prioritization.
- Track adoption and engagement, identify blockers, and define actions to accelerate results.
- Monitor account health and risk signals, and drive proactive mitigation plans and collaborator alignment.
- Demonstrate and document business value and impact by connecting initiatives to outcomes such as efficiency, growth, and customer experience.
- Share benchmarks, trends, and guidelines to encourage innovation and strategic evolution.
- Collaborate with cross-functional teams such as Sales, Product, Consulting, Marketing, and partners to identify and build value-based expansion opportunities.
- Represent the voice of the customer internally, ensuring feedback and needs are addressed with the right teams.
- Contribute to continuous improvement of Customer Success practices through collaboration and knowledge sharing.
What We're Looking For
- Solid experience in digital business environments, for example digital consulting, strategy, innovation, marketing technology, or digital transformation.
- Experience with enterprise customers paired with proficiency in leading structured strategic conversations with collaborators at different levels.
- Strong consultative style with active listening, organized thinking, and the ability to clarify complexity.
- Knowledge of digital business models, customer journey strategies, data-driven decision-making, and omnichannel experiences.
- Experience helping organizations translate business objectives into digital initiatives, even without owning direct execution.
- Excellent communication and storytelling skills, with adaptability to different profiles and cultural contexts.
- Proficiency in Spanish and English.
- A Bachelor's degree or equivalent experience is necessary.
Nice to Have
- Portuguese is an advantage.
- An MBA or a focus on Strategy, Digital Innovation, or related areas is advantageous.
Technical Stack
- Adobe Experience Platform
- Adobe Experience Manager
- Adobe Acrobat Studio
- Adobe Express
- Adobe Firefly
- Creative Cloud
- GenStudio
Team & Environment
- Part of the Adobe Experience Cloud team; collaborates with Sales, Product, Consulting, Marketing, and partners.
Benefits & Compensation
- Comprehensive benefits programs
- Opportunity to innovate with AI
- Company culture where all employees are empowered to make an impact
- Focus on people, purpose and community
- Adobe for All (inclusion and diversity initiative)
- Access to professional development and continuous improvement of Customer Success practices
- Regular in-person team gatherings in coworking spaces
- Presence in a vibrant local community with customer engagement
Work Mode
- Based in Santiago, Chile
- Weekly in-person team meetings; willingness to travel within the region up to approximately 20%; regular customer visits required.
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 protected characteristic. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call +1 408-536-3015. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
