The Opportunity
From the moment you wake up in the morning until you go to bed at night, consider the media you consume, the adverts you see, the apps you use, the websites you browse, and almost all of the shopping you do online throughout the day. Chances are that every single one of those experiences, was touched by an Adobe product!
We have a fantastic opportunity for a Customer Success Engineer (CSE) Manager to join our Adobe Managed Services team. In this role, you will lead a team of Customer Success Engineers who are responsible for the partnership between Adobe and our strategic clients, driving value realization and return on the client’s investment. You will combine people leadership with deep technical experience to develop high-performing teams, ensure operational excellence, and accelerate customer outcomes.
What You’ll Do
People Leadership & Team Development
- Lead, mentor, and develop a team of Customer Success Engineers, fostering a culture of continuous learning, accountability, and collaboration.
- Conduct regular 1:1s, performance reviews, and career-development conversations; set clear goals aligned with business objectives and individual growth paths.
- Onboard and retain top talent; build a diverse, inclusive team capable of serving a global client base.
- Drive team engagement and well-being, proactively identify and address challenges before they impact morale or delivery.
Technical & Operational Excellence
- Serve as the escalation point for complex technical and relationship issues between CSE's and customers
- Oversee content deployment methodologies, custom integrations, and version upgrades for enterprise customers, ensuring quality and consistency across the portfolio.
- Drive the development of procedures, automation, and auto-scaling capabilities across cloud-hosted environments, collaborating with teams that provision, monitor, and upgrade our enterprise offering.
- Maintain hands-on familiarity with Linux, Java, Chef, and cloud management tooling to guide technical decisions and unblock team members.
AI Adoption & Innovation
- Champion the adoption of AI and machine-learning capabilities internally and across client engagements, finding opportunities to harness Adobe AI tools, and intelligent automation to enhance customer outcomes.
- Stay current with emerging AI/ML trends, tools, and guidelines; evaluate their applicability to managed services workflows and proactively introduce efficiency gains.
- Guide the team in using AI-powered analytics, predictive insights, and automation to improve monitoring, incident response, and proactive client recommendations.
- Encourage experimentation and responsible AI use, ensuring the team can confidently discuss, demonstrate, and apply AI-enabled features with clients.
Customer Success & Business Growth
- Own overall customer health metrics for the team’s portfolio of strategic accounts; monitor satisfaction, adoption, and retention rates, and intervene proactively.
- Partner with Sales Executives and product teams to identify expansion opportunities, cultivate future projects, and ensure every client contract is renewed.
- Maintain and model executive-level relationships with Directors, VPs, and C-level leaders of Fortune 500 companies.
- Communicate consistently with clients throughout the contract lifecycle, setting expectations, calling out risks, and ensuring a phenomenal customer experience.
Cross-Team Collaboration
- Work closely with Adobe’s product teams to influence roadmaps and ensure smooth deployments of new software.
- Collaborate with Engineering, Product, and Support organizations to drive continuous improvements into the management system.
- Represent the voice of the customer internally, translating field insights into actionable product and process improvements.
What Is Needed to Succeed
Must-Have Qualifications
- Management experience leading technical teams in a customer-facing environment, with a proven ability to hire, develop, and retain high performing talent.
- Technical background in cloud hosting, including hands-on experience with Microsoft Azure and AWS infrastructure, plus a solid understanding of Linux, and Java-based apps.
- As a CSE mentor and coach, as well as an escalation point for customers, you will need a deep understanding of AEM products – Sites, Assets, and Forms.
- Demonstrated AI experience: practical experience using AI/ML tools, generative AI platforms, or intelligent automation in an enterprise context; ability coach others on AI-powered solutions.
- Proven track record of successfully managing client relationships at the executive level and delivering complex technical projects on time.
- Excellent communication, presentation, and interpersonal skills (both verbal and written) with the ability to translate technical concepts for non-technical audiences.
- Understanding of enterprise internet business models, online processes, digital marketing terminology, concepts, and strategies.
Soft Skills & Leadership Traits
- Real passion for digital marketing, client success, and developing people.
- Strong emotional intelligence; ability to navigate conflict, give constructive feedback, and inspire trust across diverse teams.
- Excellent work ethic and leadership presence; comfortable making decisions under ambiguity and excelling in high-pressure situations.
- Adaptable and resilient; thrives in fast-paced, evolving environments and champions change within the team.
Nice-to-Have Qualifications
- Experience with Adobe Experience Cloud products
- Certifications in AWS, Azure, or related cloud/service management frameworks.
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.
Expected Pay Range:
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $109,400 -- $208,500 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In California, the pay range for this position is $144,000 - $208,500
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.