you forgot the adoption of enterprise software is determined not by employees, but by the VP of IT which Adobe probably does an excellent job of “customer relationship” with.
It really depends. We have a good CSM. But s/he has to defer to CSM's on other teams for more specialized knowledge. Any problems there have been far, far down my list of issues with that company.
Adobe's leverage is big, especially in creative industries so they can keep coasting.