ABOUT US

Adobe's Integrated Customer Experience (ICX) organization unites frontline Sales
and Support as the primary point of engagement for customers across the Creativity and Productivity portfolio -- Creative Cloud, Document Cloud and Acrobat, Adobe Express, Adobe Stock, and Adobe Firefly. As Head of Japan ICX, you will lead a blended organization including direct people-managers and a vendor/partner workforce, spanning inbound and outbound sales, customer success account management (CSAM), and support. You will carry full accountability for gross and net-new Annual Recurring Revenue (ARR) in one of Adobe's most strategically important markets.

This role combines commercial ownership with operational rigor and people
leadership through managers. You will define how Adobe acquires, retains, and
grows customers in Japan - particularly across the high-volume SMB segment;
partner deeply with the Digital Sales organization to operate as one connected
motion; and champion "Digital Human Collaboration" as a core pillar of the SMB
strategy, orchestrating digital-led and human-led engagement to serve customers
at scale and with quality. You will embed AI-assisted, data-driven ways of
working across the customer lifecycle while aligning local execution with global
central operations and the broader JAPAC strategy.

WHAT YOU WILL DO

Strategic leadership & vision

Set a clear vision and direction for the organization, translating Adobe's global Creativity and Productivity strategy into a coherent, locally relevant growth plan.
Lead with emotional intelligence to build an inclusive, high-trust culture where the team is both challenged and supported to perform at its best.
Champion Adobe's values and model the standards expected of a senior leader in the Japan market.

Revenue & commercial performance

Own gross and net-new ARR targets for Japan ICX, mobilizing both employee and vendor resources to consistently meet and exceed plan.
Drive disciplined pipeline management, forecasting, and end-to-end funnel optimization -- from lead qualification through conversion and retention.
Use ARR, Customer Transaction Average (CTA), retention, and conversion metrics to maximize value from every customer interaction.

Digital Sales partnership

Partner deeply and continuously with the Digital Sales organization, aligning coverage models, pipeline, lead routing, and customer journeys so that ICX and Digital Sales operate as one connected motion rather than separate teams.
Co-own joint sales plays, segmentation, and handoffs with Digital Sales so that demand -- however it is generated -- converts efficiently through the right human or digital touch.
Establish shared goals, governance, and operating rhythms (e.g., joint forecasting and QBRs) with Digital Sales leadership to ensure a seamless customer experience across the funnel.

Digital Human Collaboration (SMB strategy)

Champion "Digital Human Collaboration" as a core pillar of the Japan SMB strategy -- orchestrating the blend of digital-led engagement (self-serve, automated journeys, AI-assisted and agentic experiences, and Marketplace) with human-led engagement (sellers, CSAMs, and support) to serve SMB customers at scale and with quality.
Define when and how customers move between digital and human touch points across the lifecycle, optimizing for both customer experience and cost-to-serve.
Partner with Digital Sales, Marketing, and operations to design and continuously refine the SMB coverage model, using data to determine the right level of human intervention for each segment, product, and lifecycle stage.
Lead the team and vendor workforce in adopting AI-assisted tools so that human effort is concentrated on the highest-value, highest-empathy moments.

Customer success & lifecycle management

Build and scale customer success management practices that increase adoption, reduce churn, and grow lifetime value through upsell and cross-sell.
Ensure the team accurately identifies customer needs and connects them to the right Adobe solutions and outcomes across the lifecycle.

Route-to-market & channel orchestration

Orchestrate Japan's routes to market -- Direct, VIP, VIP Marketplace, and partner/reseller channels -- ensuring a seamless customer experience and sound commercial economics across each motion.
Partner with channel and operations teams to manage program changes, channel transitions, and migrations with minimal disruption to customers.

Team & vendor leadership

Lead a blended organization including direct people-managers and a vendor/partner workforce, mobilizing both to exceed ARR and customer-experience goals.
Develop and coach frontline managers, building a strong second line of leadership and clear succession; lead through managers rather than individual contributors.
Set vendor performance standards, governance, capacity, quality, and SLA management, and establish QBR rhythms across the outsourced workforce.
Attract, develop, and retain top talent, and lead retention and succession planning for business-critical roles.

Operational excellence & data-driven insight

Design performance metrics and dashboards that keep the organization focused on high-value activity, with weekly insight into volume, conversion, and product-level performance.
Translate data into actionable insight, develop proactive plans to close gaps to target or SLA, and continuously refine policies, processes, and operating structures for sustainable growth.
Responsibly adopt AI-assisted selling and customer-engagement tools to improve productivity and the quality of the customer experience.

Cross-functional & stakeholder alignment

Collaborate with Digital Sales, Marketing, Sales Operations, Business Units, Finance, Legal, and Corporate Retention to strengthen acquisition and retention initiatives.
Engage senior stakeholders across Japan and globally to align on outcomes, remove operational roadblocks, and maintain effective communication and feedback loops.
Partner with global central operations to ensure consistent execution, governance, and reporting.

WHAT YOU NEED TO SUCCEED

Required

Proven track record in sales or inside sales ideally in SaaS, technology, or digital media – with 8+ years, including managing managers and leading sizable teams.
Experience leading a blended workforce of employees and vendor / outsourced (BPO) resources at scale, with strong vendor governance and SLA management.
Deep understanding of customer success management and modern, data-driven sales methodologies spanning the full customer lifecycle.
Strong commercial acumen with demonstrated ownership of ARR and quota at scale.
Exceptional coaching, mentoring, and motivational skills, with a record of building and sustaining high-performing teams.
Proficiency in data analysis and interpretation to inform strategic decisions and address complex business challenges.
Native-level Japanese and business-level English, enabling effective engagement with local customers and stakeholders, as well as seamless collaboration with global teams.
Experience operating cross-functionally within a complex, matrixed, global organization.

Preferred

Experience serving the SMB segment at scale through blended digital and human ("Digital Human Collaboration") motions.
Experience managing multiple routes to market, including direct and partner/reseller channels, and familiarity with subscription and marketplace commerce models (e.g., VIP and Marketplace motions).
A track record of leading through change -- migrations, channel transitions, or program wind-downs.
Exposure to AI-assisted sales and customer engagement, with a considered point of view on responsible adoption.
Broader experience across JAPAC markets.

HOW YOU WILL LEAD

Customer obsession -- places the customer at the center of every decision and ties team activity to customer outcomes.
Outcome ownership -- takes full accountability for commercial results and operational health, with a bias toward action.
Talent multiplier -- grows leaders and managers, raises the bar on performance, and builds a resilient, diverse, inclusive team.
Strategic clarity -- simplifies complexity into clear priorities and aligns local execution with global strategy.
Integrity & trust -- leads authentically, communicates transparently, and earns the confidence of customers, partners, and colleagues.

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.

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 accommodations@adobe.com or call +1 408-536-3015.

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.

Head of Japan Integrated Customer Experience (ICX)