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!

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!

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.

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.

Maintain High Quality Service : 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 relationship management teams in Big Tech Company, with proven results in delivering significant business value.

3+ 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.