About the role

Customer Success Manager (Contract)

Team: CSM Signature Acct
Location: Remote (based out of San Jose, CA 95110)
Contract duration: 8/17/2026 to 2/12/2027

Role overview

Own overall customer success for enterprise accounts, driving renewals, product adoption, account health, and customer satisfaction. Build and execute customer success plans, lead recovery strategies for at-risk accounts, and serve as the internal voice of the customer.

Responsibilities

Build and execute customer success plans across enterprise accounts
Drive adoption of Adobe Experience Cloud and identify at-risk accounts
Lead “get well” plans
Partner with internal teams to improve customer experience and process effectiveness
Conduct executive-level account planning and facilitate stakeholder alignment

Requirements

10+ years experience in SaaS / digital marketing customer success
Strong communication, consulting, and conflict navigation skills
Program management experience in large organizations
Executive-level facilitation (workshops, C-suite meetings/presentations)
Ability to prioritize under pressure
Knowledge of digital marketing/media software

Nice to have / emphasized skills

Digital marketing platform knowledge with Adobe Experience Cloud (plus broader martech familiarity)
Data-driven adoption analysis and customer engagement modeling
Conflict mediation across stakeholders

Education

Bachelor’s degree and/or relevant work experience.

Compensation

$54.37/hour

About Cypress HCM

Cypress HCM is a customer success–focused organization in the SaaS/digital marketing ecosystem, supporting enterprise clients on adoption, renewals, and customer health. The role specifically emphasizes driving usage of Adobe Experience Cloud and improving customer experience through structured customer success programs.

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