Job Description

Your mission will be to ensure the success of our top customers. This role is extraordinarily collaborative, working not only with inbound and outbound product managers, but across Sales, Marketing, Customer Outcomes, and Alliance & Channels. This position reports to: Senior Director, Creator Workflows Product Success.
In this role, you will:
Guide the creation and deployment of the necessary enablement materials and approach to drive adoption at scale
Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs
Develop a deep understanding on customer use cases and success outcomes
Establish a trusted / strategic advisor relationship with a few assigned clients and drive continued value of our products and services.
Develop strong relationships with all key decision makers and influencers across your customers, and business unit colleagues
Build a strong base of referenceable customers and contacts within your assigned portfolio
Primary ownership and accountability for ensuring customer satisfaction, and retention within the assigned customers.
Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals through their lifecycle.
Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation strategies accordingly.
Ensure ongoing adoption by the customers of the new capabilities being delivered within our products
Act as the liaison between Product Management and our Customers with a focus on feature collaboration
Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted partnership between customer, partner, and Customer Service Management BU.