Senior Customer Success Manager

Adobe; Hong Kong; On-site; HKD 600,000 - 1,000,000; Full time

Job summary

Adobe is seeking a Senior Customer Success Manager in Hong Kong to lead adoption of Experience Cloud with enterprise clients. You will manage value realization, renewals, and growth, building strong C-level partnerships to maximize customer value.

You will develop Mutual Action Plans with executives, drive strategic sessions, and oversee the customer lifecycle through governance and strategic reviews. Strong CS leadership and AI awareness are valued.

Qualifications

• 8–14 years in MarTech/CX or related consulting roles.
• Proven ability to run executive strategy sessions with C-level partners.
• Experience with Adobe Experience Cloud or similar platforms.

Responsibilities

• Own the customer’s overall success, focusing on value realization, renewals, and growth.
• Develop and maintain a Mutual Action Plan with customer executives.
• Lead strategic sessions to drive value and share insights.
• Act as the primary contact throughout the customer lifecycle.
• Conduct Strategic Business Reviews and executive forums.
• Identify and mitigate customer risk with Adobe’s network.
• Champion CS methodologies to exceed KPIs.
• Build scalable processes to improve the CS organization.

Skills

Executive presence

MarTech knowledge

AI interest

Stakeholder management

Customer success

Education

BA/BS degree

MBA or advanced degree preferred

Tools

Adobe Experience Cloud

Job description

The Opportunity

Join Adobe as a Senior Customer Success Manager in our Hong Kong office. You will work with leading enterprise clients to drive outstanding adoption of Adobe’s Experience Cloud solutions. This role offers the opportunity to build strong C-level partnerships and ensure customers gain maximum value from their Adobe investment.

What you'll Do

• Own the customer’s overall success with Adobe, focusing on value realisation, renewals, and growth.
• Develop and maintain a Mutual Action Plan (MAP) with customer executives to synchronize customer business objectives with value realization activities of Adobe's solutions.
• Demonstrate a deep understanding of MarTech industry. Lead strategic sessions independently to drive value and share insights that promote innovation.
• Act as the primary point of contact throughout the customer lifecycle, ensuring strong orchestration, communication and governance.
• Conduct Strategic Business Reviews and executive success forums.
• Identify and mitigate customer risk, collaborate with Adobe's broader network for "get well" plans.
• Champion Customer Success methodologies to exceed performance metrics.
• Build scalable approaches and materials to improve the Customer Success organization.

What you need to succeed

• BA/BS degree; MBA or other relevant advanced degree preferred.
• 8–14 years of experience in business development, relationship management, or management consulting within the MarTech/CX industry.
• Proven ability to facilitate strategy sessions and translate insights into customer value.
• Strong executive presence with the ability to partner with C-level collaborators.
• Knowledge of Adobe Experience Cloud or similar platforms.
• Passion for AI and familiarity with AI industry trends.
• Established background in building scalable methodologies and frameworks.
• Creative problem-solving skills and ability to work under pressure.
• Outstanding executive-level communication skills.
• High degree of intellectual curiosity and energy.Experience in leading, mentoring, and inspiring teams.
• Preferred qualifications: Advanced degrees or specific skills in AI or CX platforms.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s 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 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re 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.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

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