Customer Success Manager
Adobe · Tokyo, Japan · Sales
The opportunity:
As a Customer Success Manager (CSM), you will be the driving force behind delivering our unparalleled capabilities, methodologies, and digital transformation expertise to meet our customers’ business objectives. In this pivotal role, you will cultivate strong, positive relationships with customer executives and senior decision-makers, delving deep into their unique business needs, use cases, and objectives.
Your mission is to ignite solution adoption by providing invaluable insights into methodologies, solution usage, benchmarking, and identifying barriers. With your guidance, customers will unlock the full potential of their Adobe investment, achieving their business goals and beyond.
Your job will relate to a robust Customer Success charter across your accounts which includes:
Take ownership of our customers’ overall success with Adobe by driving the growth of Adobe platform adoption, ensuring long-term customer health, and enhancing the value realized from the platform. All while championing and maintaining a lasting 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 driving 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 evaluate customer interactions, including product performance, usage depth and breadth, and support experiences. Ensure that valuable feedback is assembled and communicated internally to drive continuous improvement of Adobe products and services.
Cultivate senior relationships with our top customer stakeholders to ensure executive alignment and provide thought leadership. Lead your team in creating and completing effective “get well” plans, ensuring our customers achieve their desired outcomes and beyond..
Execution for Results
Forge a powerful partnership with the sales management team to align on vertical objectives and not just meet, but exceed retention, growth, and satisfaction targets. Leading your team to deliver outstanding results on CSM objectives, driving best-in-class key deliverables such as Strategic Business Reviews, Mutual Action Plans, and Dashboards. Together, you’ll set new standards of excellence and propel our customers to new heights.
Expertise & Thought Leadership
Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today.
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.
Complete 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 experience or equivalent required and a Masters Degree is a plus
Validated experience in customer success, or relationship management or management consulting organization with demonstrated, quantifiable experience delivering on significant business value
Demonstrate a strong executive presence, effectively working with the client executives. Be a credible and impactful advisor at the C-level.
Creative problem-solving skills, including understanding the impact and intersection of people, process and technical changes and to articulate high-level solutions to address business problems
Shown organizational, prioritization skills and an ability to work in a highly matrixed environment
Outstanding executive-level interpersonal and written communication skills, with effectively navigating difficult conversations and mediate to healthy outcomes
High degree of intellectual curiosity and ability absorb new concepts quickly
High level of energy and personal drive
GET TO KNOW THE TEAM:
As our many awards will tell you, at Adobe all members are 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 extraordinary benefits we offer at Rewards.adobe.com.
Adobe is an equal opportunity employer. We hire dedicated individuals, regardless of race, color, disability, religion, gender identity, 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 are dedicated to fostering exceptional experiences with mutual respect and equal opportunities. We believe that new insights can emerge from any part of our team.
About Adobe
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.
Let’s Adobe together
At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.
Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015.
AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.