Adobe

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!

The opportunity: 

The Customer Success Manager (CSM) for Japan DX Accounts is accountable for Adobe’s largest Customer Experience Cloud relationships. The mission of this team is to enhance the customer loyalty to Adobe, to ensure our customers see value from their investment with Adobe, and ultimately expand the business relationship between the customer and Adobe.

The CSM has ownership for bringing the best of Adobe’s unique capabilities, methodologies, and digital transformation experience to our customers’ business objectives. In this role, you be encouraging positive relationships across customer executives and senior level decision makers and developing a deep understanding of their unique business needs, use cases and objectives. You will drive solution adoption by providing insights on methodologies, solution usage, benchmarking and diagnosing barriers. This is so you can effectively guide customers to enhance value from their Adobe investment and achieve their business objectives. 

As a Senior Customer Success Manager you will drive a robust Customer Success charter across your accounts which includes: 

• Accountability for customer’s overall success with Adobe: adoption growth of Adobe platform, long term customer health, and Value Realized with the platform whilst maintaining a long term partnership. 
• Driving mutual understanding of Adobe’s outstanding and groundbreaking “experience business” capabilities and evangelize how those capabilities create long-term value for the customer across various customer business units & organizations. 
• Being a customer advocate and drive innovation & process improvement back into the Adobe ecosystem. 
• Orchestrating the breadth of Adobe resources to delight the customer in their experience (Technical Account Managers, Delivery/Consulting, Renewals, Customer Support, Product Teams, etc.) 

What you’ll do: 

Customer Leadership 

• Proactively assess the interactions with our top customers (product performance, depth and breadth of usage, support experience) and ensure the feedback is captured and conveyed internally to enable ongoing improvement of Adobe products and services. 
• Develop senior relationships with our top customer stakeholders to ensure executive alignment and provide thought leadership and help team execute on the creation and execution of “get well” plans. 

Execution for Results 

• Partner with sales management team to align on vertical objectives and achieve and exceed retention, growth and satisfaction targets. Ensure team is delivering on CSM objectives and driving best-in-class key deliverables including Strategic Business Reviews, Customer Success Plans and Dashboards. 

Expertise & Thought Leadership 

• Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today. 

Contribute thought leadership and best practices, both internally and externally, around business transformation. 

Executive Presence and Influence 

• Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required 

Scale & Continuous Improvement 

• Deliver innovative, repeatable, measurable Customer Success programs. 
• Execute a process for continuous improvement, driven by user and customer insights, feedback, and industry research. 

What you’ll need to succeed: 

• Bachelors Degree or equivalent required and a Masters Degree is a plus 
• 9+ years of experience in customer success, relationship management or management consulting organization with demonstrated, quantifiable experience delivering on significant business value 
• Strong executive presence, including ability to effectively partner with and influence client executives and be a credible and effective C-level advisor 
• Creative problem-solving skills, including the ability to understand the impact and intersection of people, process and technical changes and to articulate high-level solutions to address business problems 
• Proven organizational, prioritization skills and an ability to work in a highly matrixed environment 
• Outstanding executive-level interpersonal and written communication skills, with the ability to effectively navigate difficult conversations and mediate to healthy outcomes 
• Strong understanding of Adobe products, capabilities, and optimal use cases. 
• High degree of intellectual curiosity and ability absorb new concepts quickly 
• High level of energy and personal drive 

As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com. 

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All. 

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. 

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.