Note: The job is a remote job and is open to candidates in USA. Blue Acorn iCi is a digital experience partner specializing in Adobe Experience Cloud solutions and customer engagement. The Customer Success Advisor drives customer adoption, value realization, stakeholder engagement, and long-term success across a portfolio of customers while identifying retention and expansion opportunities. The role also supports value realization programs, monitors customer health and ROI, and advocates for customer outcomes.
Responsibilities
- 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 upsell opportunities
- Provide recommendations and handoffs to Sellers, and the broader Adobe Ecosystem as identified (i.e. Ultimate Success conversation, etc.)
- Deploy digital programs such as thought leadership, events, and training
- Coordinate with AD and schedule customer SRB. Contribute insights to Strategic Business Reviews (AD Led); share adoption scores and next best action updates
- 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
Skills
- 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
Benefits
- Medical, dental and vision insurance
- Life insurance
- Disability
- Paid time off
- 401(k)
Company Overview