Job Description

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!
The Challenge:
Adobe is a company that understands that product innovation stems from people innovation, and that's why we invest in cultivating leadership across our teams.
We are hiring for a Customer Success Manager (Hybrid Role) to join our Digital Experience Global Shared Services Team based out of India, who will combine the strategic relationship focus of a Named CSM with the technical depth of a Solution CSM, specifically across Adobe Experience Platform (AEP), Real-Time CDP, and Customer Journey Analytics (CJA).
In this role, you will serve as a trusted advisor to strategic enterprise customers in JAPAC, enabling them to derive measurable value from their investments in Adobe's Data & Insights solutions. You will work closely with cross-functional teams to lead solution adoption, strengthen account health, and drive business outcomes through personalized engagement strategies whilst delivering multi-solution (D&I) engagements, meeting the diverse needs of our JAPAC customers.
What You'll Do:

• Own the end-to-end customer success lifecycle for strategic accounts, driving customer health, solution adoption, renewals, and growth across Adobe Data & Insights solutions.
• Develop a deep understanding of each customer's business goals, technical ecosystem, and data architecture to guide meaningful AEP/RTCDP/CJA use cases and ROI-driven outcomes.
• Act as the primary executive contact for customer engagements while also leading technical discussions, discovery sessions, and value realization roadmaps.
• Define and track success plans with clear milestones and measurable KPIs across multiple stakeholders and business units.
• Conduct enablement sessions and workshops to drive platform maturity and enhance customer self-sufficiency.
• Collaborate with Account Executives, TAMs, Solution Consultants, and Professional Services to ensure a cohesive customer strategy and seamless delivery.
• Proactively identify account risks and create "get well" plans, while advocating customer needs within Adobe's internal ecosystem (Product, Engineering, Marketing).
• Leverage internal Adobe programs like PAS, VRA, and CS Connect to build scalable, consistent engagement frameworks.
• Participate in strategic initiatives such as thought leadership, content creation, and best practice sharing to contribute to the evolution of the CSM practice.

What You Need to Succeed:

• Bachelor's Degree or higher in Business, Marketing, Engineering or related field. MBA preferred.
• 7-10 years of experience in Customer Success, Business Consulting, or Technical Account Management in the SaaS or MarTech space.
• Proven ability to influence C-level executives, drive business transformation, and translate technical capabilities into business value.
• Expertise in Adobe Experience Platform (AEP), Real-Time CDP, and Customer Journey Analytics (CJA) is required. Adobe certifications are a strong plus.
• Familiarity with data modeling, segmentation, identity resolution, and activation concepts across channels.
• Strong communication, facilitation, and program management skills across complex enterprise environments.
• Passion for continuous learning, customer-centric innovation, and collaborative problem solving.
• Experience working across multi-solution environments (e.g., integration with Adobe Analytics, Target, AEM, etc.) is a bonus
• Effective at leading executive C-level discussions and presentations.
• Flexibility to travel (approx. 20%)
• Strong team player and stakeholder management skills.
• Experience in delivering Webinars (Online and in person)

Why Join Us?
At Adobe, you'll work with cutting-edge technology and some of the most iconic brands in the world. Join us if you're passionate about customer experience, data-driven transformation, and playing a key role in shaping the future of digital success across JAPAC.
Location: India (Preferred: Noida)
Travel: Up to 30%, as required
Employee Role: Individual Contributor (IC P40)
Business Unit: Adobe Digital Experience - JAPAC Customer Success
Shift timing - APAC hours
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