[Hiring] Customer Success Advisor @VARITE

Role Description

The Customer Success Advisor (CSA) plays a critical role in driving customer adoption, value realization, and long-term success across a portfolio of Experience Cloud customers. This role blends customer success advisory, value measurement, stakeholder engagement, and account stewardship, with a dedicated focus on accelerating customer maturity and identifying opportunities that support retention and expansion.

• Perform client relationship management, value measurement execution, and stakeholder engagement within consulting engagements.
• Support client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques (e.g., success metrics definition, ROI tracking, adoption analysis).
• Analyze client success patterns, translate business objectives into value realization roadmaps, and champion client outcomes.

Qualifications

• 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.

Requirements

• 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.
• Respond promptly to reactive customer inquiries and coordinate resources as needed.
• Translate client goals into Value Realization Programs with metrics and milestones.
• Lead internal and customer-facing Value Runbook Diagnostics (VRA Motion).
• Monitor adoption trends, ROI indicators, success KPIs, and measurable value.
• Develop Use Cases to customer needs.
• Identify attrition risks, opportunities, and value gaps early.
• Surface early-stage solution upsells opportunities.
• Provide recommendations and handoffs to Sellers and the broader Ecosystem as identified.
• Deploy digital programs such as thought leadership, events, and training.
• Coordinate with AD and schedule customer SRB.
• Communicate effectively across business, technical, and executive audiences.
• Engage sponsors and stakeholders to reinforce adoption strategies.
• Provide structured meeting documentation and value updates.
• Maintain Account & Solution Health summaries and planning in systems.
• Troubleshoot adoption and measurement challenges.
• Monitor and escalate technical issues when needed.
• Activate CERT for major escalations.
• Intervene early to prevent attrition risk and develop save plans.

Benefits

• Health Insurance: Medical, dental, and vision coverage.
• Retirement Plans: Participation in a company-sponsored retirement savings plan.
• Legal Service Plans: Offering access to attorneys for legal advice and representation.