Customer Success Manager (Creative Cloud & Document Cloud)

Within the Customer Strategy & Success (CSS) team at Adobe our focus is on accelerating value for our customers through adoption and value realization. As the named post-sale owner for a portfolio of Enterprise accounts you are the customers single cohesive touch point into Adobe and the person who runs point across the wider account team.

As a Customer Success Manager you will lead customer engagement to build strong multi-layered relationships and drive adoption of Adobes C&P products and solutions - Creative Cloud Document Cloud and our fast-growing GenAI portfolio (Firefly Firefly Enterprise Solutions and Acrobat AI features). You wont just roll out tools; youll partner with customers to co-create how they adopt GenAI - from workflow integration to enablement programs and an AI-first creative culture so they realize measurable value and make Adobe a lasting part of their future.

• Own the account strategy. Build an overall strategy and annual plan for your portfolio and a Customer Success Plan (CSP) for each account that ties every activity to the customers business objectives adoption and value realization.
• Run your CSP as a living document. Operate a continuous Plan Execute Analyze Update cycle: plan each activity deliberately execute it analyze what happened and why and feed the learning back into the plan so it always reflects reality.
• Design every customer activity for impact. Before each meeting workshop or deliverable define the right audience the right content the right timing and the right methodso the right information reaches the right person in the right way.
• Drive GenAI adoption and consumption. Land and grow Firefly (in-app Gen Credits & MAU) Adobe Express and Acrobat AI use cases; embed GenAI into customers core creative and document workflows from ideation to launch.
• Co-create enablement and creative culture. Partner with customers to design and deliver enablementworkshops seminars and joint programs (e.g. GenAI talent-development initiatives)that build an AI-ready self-sustaining creative organization on the customer side.
• Develop use cases. Bring Adobes point of view to co-discover and launch high-impact use cases the customer hasnt yet surfacednot only the ones they already recognize.
• Grow relationships in three dimensions. Deepen existing stakeholder relationships toward true strategic partnership (Depth) expand into new business units functions and user groups (Breadth) and elevate your engagement into Management and Executive layers as a trusted advisor (Height).
• Champion the customer inside and out. Represent the customers voice inside Adobe and amplify Adobes value inside the customerincluding presenting at the customers own internal eventsto build advocacy on both sides.
• Bring an industry lens. Tailor engagements and thought leadership to the customers industry and sub-vertical using sector-specific sessions to make the value tangible.
• Orchestrate the wider Adobe team. Work closely with Account Executives Solution Consultants Strategic Development Managers Technical Success Digital Engagement and Support to put the plan into action and drive urgency on customer priorities.
• Track report and act on data. Keep your accounts status current in CSM systems of record use data and analysis to measure progress and value and take timely actionincluding escalationwhen trajectory is off track.
• Scale your success. Turn your wins and learnings into reusable assetssuccess stories playbooks portal and blog content and knowledge sharesand share them across the CSS team other regions and cross-functional partners.

• Passion for driving customer success and measurable outcomes
• Proven experience with account planning and/or customer success planning
• Strong communication and interpersonal skills with the ability to navigate and mediate activities/projects and foster joint partnership
• An adaptable growth-minded attitude that welcomes rapid business and technology change as an opportunity to learn and evolve
• Ability to prioritize multi-task and perform effectively under pressure
• Experience leading and facilitating customer workshops and seminars
• Empathetic and positive personality
• Strong communication skills in Japanese (business level required) and good communication skills in English
• Bachelors or Masters degree
• (Nice to have) Existing knowledge of creative workflows and a strong interest in improving the creative process through generative AI tools

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity productivity and personalized customer experiences. Adobes industry-leading offerings including Adobe Acrobat Studio Adobe Express Adobe Firefly Creative Cloud Adobe Experience Platform Adobe Experience Manager and GenStudio enable people and businesses to turn ideas into impact powered by AI and driven by human ingenuity.

Our 30000 employees worldwide are creating the future and raising the bar as we drive the next decade of growth. Were on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

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