Customer Success Manager at Adobe

Tokyo, Japan

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Experiences, SoftwareIndustries

Requirements

Bachelor's Degree or equivalent experience required (Master's mentioned but incomplete in description)

Responsibilities

Take ownership of customers’ overall success with Adobe by driving platform adoption, ensuring long-term customer health, and enhancing value realized
Drive mutual understanding of Adobe’s “experience business” capabilities and evangelize their long-term value across customer business units
Act as a customer advocate, driving innovation and process improvement into the Adobe ecosystem
Orchestrate Adobe resources (e.g., Technical Account Managers, Delivery/Consulting, Renewals, Customer Support, Product Teams) to delight customers
Proactively evaluate customer interactions, including product performance, usage depth/breadth, and support experiences; assemble and communicate feedback internally for continuous improvement
Cultivate senior relationships with top customer stakeholders for executive alignment and thought leadership; lead team in creating and completing “get well” plans
Forge partnerships with sales management to align on objectives and exceed retention, growth, and satisfaction targets; deliver Strategic Business Reviews, Mutual Action Plans, and Dashboards
Drive thought leadership in technology fields and grow as a leader
Engage across customer and Adobe organizations from management to C-Level/Influencer levels
Deliver innovative, repeatable, measurable Customer Success programs
Complete processes for continuous improvement driven by user/customer insights, feedback, and industry research

Skills

Customer Success

Account Management

Customer Relationship Management

Digital Transformation

Solution Adoption

Customer Health

Executive Engagement

Benchmarking

Platform Adoption

Experience Business

Adobe

Software solutions for content creation and marketing

About Adobe

Adobe provides a range of software solutions focused on digital experiences, catering to creative professionals, businesses, and educational institutions. Its main offerings include Adobe Creative Cloud, which contains tools for photography, graphic design, video editing, illustration, UI/UX design, 3D and augmented reality, and social media content creation. Adobe also offers marketing solutions through Adobe Experience Cloud and document management services via Adobe Document Cloud. The company operates on a subscription-based model, allowing users to access its software through monthly or annual plans, with special pricing available for students, teachers, and businesses. Adobe differentiates itself from competitors by providing a comprehensive suite of tools that cover various aspects of content creation and marketing, all integrated into one platform. The goal of Adobe is to empower users to create, manage, and optimize their digital content effectively.

San Jose, CaliforniaHeadquarters

1994Year Founded

$668.9MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, DesignIndustries

10,001+Employees

Benefits

Company Equity

401(k) Company Match

Risks

Emerging AI-driven design tools offer similar functionalities at lower costs.

Open-source alternatives may attract users away from Adobe's subscription model.

Data privacy concerns could affect trust in Adobe's cloud services.

Differentiation

Adobe offers a comprehensive suite for content creation, marketing, and document management.

Adobe's subscription model includes special pricing for students, teachers, and businesses.

Adobe integrates advanced analytics with Experience Cloud for data-driven marketing.

Upsides

Generative AI tools enhance Adobe's content creation and editing efficiency.

Remote work boosts demand for Adobe's cloud-based document management solutions.

AR's popularity in marketing benefits Adobe's 3D and AR tools.

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