Software Guidance & Assistance, Inc., (SGA), is searching for a Customer Success Advisor for a contract assignment with one of our premier SaaS clients in a remote role.
The Customer Success Advisor (CSA) plays a critical role in driving customer adoption, value realization, and long-term success across a portfolio of Adobe 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.
The CSA performs client relationship management, value measurement execution, and stakeholder engagement within consulting engagements. The CSA supports client Value Realization initiatives and delivery teams utilizing customer success methodologies and value measurement techniques (e.g., success metrics definition, ROI tracking, adoption analysis) to maximize business outcomes and demonstrate measurable value throughout the engagement lifecycle. Successful candidates for this role have analyzed client success patterns, translated business objectives into value realization roadmaps, and championed client outcomes while balancing expectations, capabilities, and constraints of client and consulting environments.
Responsibilities:
- Client Relationship Leadership
- 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.
- Value Realization Execution
- 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.
- Lead Generation & Opportunity Identification
- 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
- Communication & Stakeholder Management
- 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.
- Problem Solving & Customer Advocacy
- 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.
Required 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.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy. #LI-JG1
