Customer Success Manager

Description

Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 13th, for Great Place to Work.

We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit

We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.

We know that people are the differentiator in our business, and that's why we want to meet you!

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, and explore the extraordinary benefits we offer at .

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.