Senior Customer Success Manager

Adobe; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Adobe is seeking a Senior Customer Success Manager to lead strategic engagements with enterprise clients in Hong Kong. You will drive value realization, renewals and growth by aligning customer objectives with Adobe Experience Cloud solutions and by building executive partnerships across the customer lifecycle.

Lead Strategic Business Reviews, develop Mutual Action Plans with senior sponsors, and champion scalable CS methodologies to exceed performance targets in a fast‑moving, AI‑driven

Qualifications

• 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.

Responsibilities

• 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 align objectives with Adobe value delivery.
• Lead strategic sessions independently to drive value and share insights.
• Act as the primary contact throughout the customer lifecycle, ensuring orchestration and governance.
• Conduct Strategic Business Reviews and executive forums.
• Identify and mitigate customer risk, collaborate with Adobe's network for 'get well' plans.
• Champion Customer Success methodologies to exceed performance metrics.
• Build scalable approaches and materials to improve the CS organization.

Skills

Executive presence

C-level partnerships

Strong communication

Strategic thinking

Mentoring teams

AI familiarity

Education

BA/BS degree

MBA or advanced degree preferred

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

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 that great ideas can come from anywhere in the organization. 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. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [e-mail]. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. There's more than meets the eye when it comes to Adobe. Take the quiz and see how well you know us! 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 applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [e-mail].