Manager, Technology

Adobe•San Jose, CA

14h

About The Position

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.

Requirements

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.
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.
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 Haves

Experience with Adobe Experience Cloud products
Certifications in AWS, Azure, or related cloud/service management frameworks.

Responsibilities

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.
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.
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.
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.
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.