Sr. Customer Success Manager

Role Overview: As a Customer Success Manager (Hybrid Role) at Adobe, you will play a crucial role in driving customer success for strategic accounts in the JAPAC region. Your responsibilities will involve owning the end-to-end customer success lifecycle, developing deep customer relationships, and ensuring measurable value delivery from Adobe's Data & Insights solutions. You will collaborate closely with cross-functional teams to drive solution adoption, strengthen account health, and achieve business outcomes through personalized engagement strategies. Key Responsibilities: - Own the end-to-end customer success lifecycle for strategic accounts, focusing on 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, 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 enhance platform maturity and customer self-sufficiency. - Collaborate with Account Executives, TAMs, Solution Consultants, and Professional Services to ensure a cohesive customer strategy and delivery. - Proactively identify account risks, create get well plans, and advocate customer needs within Adobe's internal ecosystem. - Leverage internal Adobe programs to build scalable, consistent engagement frameworks and participate in strategic initiatives to contribute to the evolution of the CSM practice. Qualifications Required: - Bachelor's Degree or higher in Business, Marketing, Engineering, or related field. MBA preferred. - 10-14 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 is a bonus. - Effective at leading executive C-level discussions and presentations. - Flexibility to travel up to 20%. - Strong team player and stakeholder management skills. - Experience in delivering webinars, both online and in person.,