Solution Account Manager - Customer Experience Orchestration

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences. We’re passionate about empowering people to create and transform how companies engage with their customers across every touchpoint.

At Adobe, we are committed to creating exceptional employee experiences where everyone is respected, heard, and has equal opportunity. We believe the next big idea can come from anywhere—and it could be yours.

The Challenge

As a Solution Account Manager (SAM) within the Digital Experience organization, you will own and manage a portfolio of existing customers, acting as the primary point of contact across the entire customer lifecycle—from onboarding and adoption through value realization, renewal, and growth.

In FY26, the SAM role evolves into a high-ownership, retention-focused role, with clear accountability for customer health, renewals, and expansion. You will operate in close alignment with Account Executives, Renewal Sales Specialists, Product Specialists, and Customer Success teams to ensure customers realize continuous value from Adobe solutions.

You will develop deep expertise in one Adobe Digital Experience solution and become a trusted advisor for your customers.

What You’ll Do

Account & Customer Lifecycle Management

· Own the customer journey from onboarding and implementation to value realization and renewal, acting as the primary point of contact for any blocking issues in your accounts.

· Maintain a deep understanding of customer health, usage, and outcomes, proactively identifying risks and opportunities.

· Lead Quarterly Business Reviews (QBRs) and strategic customer conversations focused on value, adoption, and roadmap alignment.

Relationship Management

· Build strong, multi-threaded relationships across customer organizations, fostering long-term, trusted partnerships.

· Act as a consistent and credible advisor, balancing customer advocacy with commercial responsibility.

Solution Expertise

· Develop and demonstrate strong solution and product expertise, articulating features, functionality, and business value aligned to customer needs.

· Partner with internal specialists to deliver impactful presentations and solution discussions.

Renewal, Retention & Expansion

· Identify and drive expansion opportunities based on product usage, customer maturity, and additional use cases (upsell and cross-sell).

· Maintain a rolling 4-quarter view of attrition risk, renewal pipeline, and long-term account strategy.

Sales Process & Collaboration

· Maintain accurate forecasting and pipeline hygiene, bringing to bear tools such as Gainsight to track health, risk, and automated workflows.

· Operate in tight alignment with Account Executivess, Renewal Sales Specialists, and Product Sales Specialists, ensuring clear ownership, collaboration, and execution across the field ecosystem.

· Share customer insights and feedback to continuously improve Adobe’s go-to-market and customer experience.

What You Need to Succeed

· Proven experience in B2B sales, account management, or retention-focused roles, ideally in enterprise or SaaS environments.

· Strong understanding of end-to-end Enterprise sales and renewal cycles.

· Ability to engage confidently with senior collaborators and decision-makers.

· A consultative approach with strong business insight and customer empathy.

· Highly organized, proactive, and comfortable operating with high ownership and accountability.

· Experience working cross-functionally in a matrixed sales organization.

· Excellent communication and presentation skills.

· Professional proficiency in English (additional languages are a plus).

· High ethical standards, integrity, and a strong team-first attitude.

Why Adobe

At Adobe, you’ll work in a globally recognized environment that values growth, trust, and impact. Through our unique Check-In approach, you’ll receive ongoing feedback and development, while working with world-class customers and innovative technology.

If you’re looking to make a real impact—on customers, on the business, and on your own career—Adobe is the place for you.