Senior Manager, Customer Strategy & Success

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!

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 believes in hiring the very best. We are known for our vibrant, dynamic, and exciting workplace where personal and professional fulfilment and company success go hand in hand. We take pride in creating exceptional work experiences, encouraging innovation, and being involved with our teams, customers, and communities. We invite you to discover what makes Adobe a place where you can do and be your best.

Position Summary

Adobe is seeking a proficient and dynamic Senior Manager of Customer Success to lead the Digital Media Customer Success and Strategy team in our Japan region, supporting our Creative and Document Cloud business. Reporting to the Snr. Director of Customer Strategy & Success for Japan, EMEA, APAC the successful candidate will be responsible for overseeing the Customer Strategy and Success team, comprising of Customer Success Managers and product specialists, delivering customer success initiatives to enhance adoption, partnership, and value realization across a diverse customer base.

Responsibilities

• Team Leadership: Lead, mentor and inspire a team of customer success managers across multiple countries, fostering a culture of excellence, collaboration, and innovation.
• Regional Strategy: Develop and roll out regional customer success strategies aligned with Adobe's overall objectives, taking into account the unique priorities and nuances of each market.
• Customer Adoption: Create and implement programs that increase customer adoption of Adobe’s most exciting new products and services
• Value Realization: Work closely with customers to ensure they are recognising maximum value from their Adobe investments, ultimately leading to customer satisfaction and retention.
• Renewal readiness: Ensure renewal readiness, risk identification/mitigation and paving the way for growth in partnership with Sales teams
• Cross-functional Collaboration: Collaborate closely with sales, product, marketing, and support teams to deliver a seamless customer experience and drive business growth.

Requirements

• Experience: Minimum of 8 years of experience in account management, or a related field, within the software industry, with at least 3 years in a leadership role.
• Regional Expertise: Deep understanding of the Japanese market, with experience working with and reporting to remote leadership outside of Japan.
• Management Skills: Past success in leading and developing impactful teams, with the ability to adapt management style to different cultural contexts.
• Customer Focus: Passion for customer success and a dedication to delivering exceptional service and support.
• Communication: Excellent communication and social skills, with the ability to successfully communicate with customers, colleagues, and partners at all levels. Comfortable presenting to group audiences.
• Critical Thinking: Strong critical thinking and problem-solving skills, with the ability to develop and implement regional plans that drive business outcomes.
• Travel: Willingness to travel frequently and occasionally internationally as needed.
• Language Capabilities: Fluency in Japanese language and Business proficiency in English.

Join Adobe and lead the charge in driving the future in Digital Creativity across the dynamic Japanese market.

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.

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.