Manager, Customer Success Manager

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 beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

As the Mgr, Customer Success Mgmt at Adobe, you will champion the customer's voice within the company, ensuring their happiness and success under Ultimate Success Service program. This role is distinct in its impact, driving the realization of flawless solutions and ensuring alignment with customers' strategic roadmaps. You will lead a team dedicated to delivering outstanding digital transformation experiences, collaborating with Adobe's product teams and other Teams including Technical Account Mgmt, Sales, and Professional Services to bring outstanding value to our customers.

Key Responsibilities

• Evangelize the voice of the customer within Adobe.
• Maintain a high level of customer health.
• Advocate for customer strategies and provide feedback on customer dispositions.
• Drive efficient solution realization.
• Collaborate with Adobe product teams to ensure alignment with the customer's strategic roadmap.
• Align customer business goals with Adobe product capabilities.
• Facilitate the discovery of additional business requirements with the Adobe account team.
• Engage additional Adobe resources or teams when appropriate.
• Ensure customers see value from their investment in Adobe.
• Expand Ultimate Success business through Service development for Customer Success Manager offering
• Expand Adobe License business to find the Upsell/X-sell and also save the attrition.

What Your Team Will Do

• Ensure overall customer success with Adobe, including renewals, growth, customer health, and experience.
• Lead deep product specialization among CSMs team to assertively engage with customers.
• Promote Adobe's groundbreaking capabilities and demonstrate long-term value creation for customers.
• Drive solution adoption by providing insights on standard methodologies and diagnosing barriers.
• Maintain regular communication and governance with internal and external executive teams.
• Identify customer risks and implement plans to address them.
• Advocate for customers and drive innovation and process improvement within Adobe.
• Orchestrate Adobe resources to delight customers.

The Customer Success Leader Should Excel In

People Leadership: Attract, hire, and retain high-performing CSMs. Provide impactful feedback, drive development plans, and offer challenging assignments.

Partnership Development: Cultivate meaningful partnerships with essential team members from our customer organizations. Acquire and relay feedback to drive improvements in Adobe products.

Drive the impactful CSM Activities : Deliver key CSM objectives and measure efficiency in achieving results by aligning with sales management to exceed retention and growth targets.

Expertise & Thought Leadership: Contribute to thought leadership in digital transformation. Share standard methodologies internally and externally.

Scale & Continuous Improvement: Implement innovative, repeatable Customer Success programs. Focus on continuous improvement driven by customer insights.

What You Need to Succeed

• 5+ years leading customer success or Consulting management teams, with proven results in delivering significant business value.
• 2+ years managing teams in a tech or consulting environment.
• Proven ability to lead and motivate teams.
• Native-level Japanese and business-level English skills.
• Creative problem-solving skills with an understanding of people, process, and technical changes.
• Strong organizational and prioritization skills.
• High EQ, intellectual curiosity, and personal drive.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.