Customer Success Manager (Creative Cloud & Document Cloud)

Adobe Systems
Tokyo
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Customer success mindset","Measurable outcomes orientation","Communication","Interpersonal skills","Workshop facilitation","Adaptability","Prioritization","Multi-tasking"]

Own a portfolio of Enterprise accounts as the single post-sale touchpoint, building and running account strategies and Customer Success Plans tied to measurable business outcomes. Lead ongoing plan–execute–analyze–update cycles, drive adoption of Creative Cloud, Document Cloud, and Adobe’s GenAI portfolio (Firefly, Adobe Express, Acrobat AI), and co-create enablement to build an AI-first creative culture. Represent customer voice internally while partnering across account and success teams.

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Adobe Systems
Adobe Systems
2 days ago

Customer Success Manager (Creative Cloud & Document Cloud)

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Last checked: 10 hours agoStatus: Live

Job Summary

Own a portfolio of Enterprise accounts as the single post-sale touchpoint, building and running account strategies and Customer Success Plans tied to measurable business outcomes. Lead ongoing plan–execute–analyze–update cycles, drive adoption of Creative Cloud, Document Cloud, and Adobe’s GenAI portfolio (Firefly, Adobe Express, Acrobat AI), and co-create enablement to build an AI-first creative culture. Represent customer voice internally while partnering across account and success teams.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own account strategy and build an annual plan and a Customer Success Plan (CSP) for each Enterprise account aligned to business objectives and value realization.
  • •Run a continuous Plan → Execute → Analyze → Update cycle for each account, updating the CSP based on learnings.
  • •Drive GenAI adoption and consumption by landing and growing Firefly, Adobe Express, and Acrobat AI use cases across creative and document workflows.
  • •Co-create enablement and an AI-ready creative culture with customers through workshops, seminars, and joint programs.
  • •Track account status in CSM systems of record, use data to measure progress and value, and escalate when trajectories are off track.

Key Requirements

  • •Passion for driving customer success and measurable outcomes.
  • •Proven experience with account planning and/or customer success planning.
  • •Strong communication and interpersonal skills to navigate and mediate projects and foster partnership.
  • •Experience leading and facilitating customer workshops and seminars.
  • •Business-level Japanese communication and good English communication; Bachelor's or Master's degree.
Education:Bachelor's
Skills:Customer success mindsetMeasurable outcomes orientationCommunicationInterpersonal skillsWorkshop facilitationAdaptabilityPrioritizationMulti-tasking
Languages:JapaneseEnglish
Tech Stack:Creative CloudDocument CloudFireflyFirefly Enterprise SolutionsAdobe ExpressAcrobat AIGenAICreative workflowsCSM systems of recordGen CreditsMAU

Company Brief

Adobe Systems
Provides creative, marketing, and document management software and cloud services, including Photoshop, Illustrator, Acrobat, and the Adobe Experience Cloud, serving creative professionals, enterprises, and governments worldwide.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1982
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