Customer Success Manager (Creative Cloud & Document Cloud)

Adobe · Tokyo

onsitefull-time6-10 years

posted 6d

The Opportunity 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 customer's 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 Adobe's C&P products and solutions - Creative Cloud, Document Cloud, and our fast-growing GenAI portfolio (Firefly, Firefly Enterprise Solutions, and Acrobat AI features). You won't just roll out tools; you'll 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. What you'll do 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 customer's 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 method—so 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 enablement—workshops, 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 Adobe's point of view to co-discover and launch high-impact use cases the customer hasn't yet surfaced—not 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 customer's voice inside Adobe, and amplify Adobe's value inside the customer—including presenting at the customer's own internal events—to build advocacy on both sides. Bring an industry lens. Tailor engagements and thought leadership to the customer's 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 action—including escalation—when trajectory is off track. Scale your success. Turn your wins and learnings into reusable assets—success stories, playbooks, portal and blog content, and knowledge shares—and share them across the CSS team, other regions, and cross-functional partners. What you need to succeed 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 partners