Senior 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 https://benefits.adobe.com/jp

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, 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.

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 [email protected] 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.