AEM Customer Success Manager
Job Description
AEM Customer Success Manager
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About the client
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Our client is a global software company whose digital experience products sit behind some of the most recognisable brands and websites in the world. Their APAC Customer Success team works with a large enterprise portfolio, helping organisations get genuine commercial return from significant technology investments. The culture is collaborative, data-informed and genuinely customer-obsessed, with the scale and structure you would expect from a major multinational and the autonomy to shape how you work. This is a permanent role based in Sydney CBD with hybrid working.
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About the role
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As a Solutions Customer Success Manager you will act as the trusted advisor across a portfolio of enterprise customers, working in a dynamic one-to-many model through fixed-scope engagements. Your focus is adoption and value: quickly pinpointing where a customer is underusing their solutions, running the engagement that closes that gap, and evidencing the outcome in a value summary co-owned with your stakeholders. You will work across the enterprise book of business to reach the customers who need help most, ideally before they know they need it. It is a role for someone who enjoys deep product expertise, commercial conversations and the pace of moving between engagements rather than sitting on a single account.
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Duties
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- Own overall customer success across an enterprise portfolio, driving feature adoption, improving customer health and evidencing confirmed value delivered. \n
- Scope and deliver fixed-timeframe engagements, identifying specific areas of improvement and executing against them within the agreed scope. \n
- Align engagement outcomes to value summaries co-owned with key customer stakeholders, so customer value and commercial value move together. \n
- Run customer workshops and advisory sessions that showcase best practice and new ways to extend digital maturity across the product suite. \n
- Analyse adoption data and customer feedback to spot patterns, recommend improvements and surface areas of unmet demand, then feed that intelligence back internally as the voice of the customer. \n
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Requirements
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- Five or more years of relevant experience, ideally across digital or experience marketing, content management or customer journey management. \n
- Two or more years of hands-on solution expertise with Adobe Technology in AEM sites and AEM assets including EDS. \n
- Background in a large SaaS environment or another major multinational, working with enterprise-scale customers. \n
- Working knowledge of AI and agent capabilities, with content supply chain and modern delivery architecture exposure highly regarded. \n
- Proven track record as a trusted advisor, translating product capability into business ROI and measurable customer value. \n
- Consulting or business consulting experience, with the commercial mindset to hold value conversations at a senior level. \n
- Strong stakeholder and interpersonal skills, including the ability to navigate and mediate conflict and build durable partnerships. \n
- Ability to prioritise across multiple concurrent engagements and perform effectively under pressure. \n
- Excellent written, verbal and presentation skills. \n
- Flexibility to travel approximately 20% of the time. \n
- Bachelor's or master's degree. \n
- Full Australian working rights. \n