[Hiring] Senior Manager, Integrated Customer Experience, Support & Growth @Adobe

Role Description

We are looking for an experience-centric, people-first leader to run a blended Support-and-Sales organization, largely serving Adobe's B2B customers globally. The successful candidate leads with a customer-first mindset, builds and coaches a high-performing multi-layered team, and thinks strategically about the long-term operating model, including how AI, automation, and self-service reshape both service and selling at scale. The mandate is to deliver measurable customer experience and business impact from the same team, without trading one off against the other. This role blends customer & stakeholder management, change enablement, coaching, and service & sales execution creating a culture where great support and responsible growth reinforce each other.

Key Responsibilities

• Customer Experience & Customer-First Execution
  • Own the end-to-end customer experience across support and sales touchpoints for B2B customers anchored on CSAT, resolution quality, and lifetime value, not just transactional metrics.
  • Champion the voice of the customer: surface top technical issues and friction points, and partner with Product, Engineering, and PM/PMM to influence roadmap and improve the product experience.
  • Ensure the team applies judgment on *when* and *how* to introduce a sales conversation protecting trust by qualifying that support quality thresholds are met before upsell/cross-sell.
  • Own escalations end-to-end, driving timely resolution with strong stakeholder alignment and clear communication.
• People Leadership, Coaching & Team Development
  • Lead, coach, and develop a multi-layered team across support and sales/customer-success motions, building both frontline execution strength and leadership bench depth.
  • Cross-skill advisors into blended competencies (technical support + consultative selling + retention), and design the enablement, ramp, and career paths that make a blended role sustainable.
  • Drive consistent performance management through goal setting, regular cadence reviews, coaching, and skill development aligned to regional and individual needs.
  • Build a high-engagement culture rooted in accountability, collaboration, and customer obsession; lead the team through change and ambiguity with clarity.
• Revenue & Growth (Sales + Expansion)
  • Drive team performance against ARR, conversion (upsell/cross-sell), pipeline, and retention targets for the SMB/book of business.
  • Own inbound performance (chat and phone) improving customer experience, issue resolution and opportunity conversion, response times, and revenue per rep using intent and behavioral signals.
  • Own customer success and expansion for the existing customer, ensure adherence & compliance with current retention, growth offers being followed across teams.
  • Partner with GTM, Marketing, Digital, and Operations on joint business plans, campaigns, growth, product & retentions offers which meet the ICX requirements.
• Strategic Vision & Business Planning
  • Define a long-term vision for an intelligent, data-driven blended organization that balances human- and AI-delivered service and selling.
  • Develop and execute market, customer segment, region, vendor-specific strategies within ICX, recognizing the diversity across Consumer, B2B, digital vs human service & sales strategy.
  • Act as a strategic thought partner to senior leadership on growth opportunities, risks, and scaling models; own forecasting accuracy and execution rigor for the team.
• Scale & Transformation (AI + Automation)
  • Lead AI-led process improvements and automation across the org: case deflection, self-service, intelligent routing, auto-triage, predictive issue detection, and proactive prevention.
  • Strengthen knowledge management and self-service tooling to improve speed, reduce customer effort, and increase scalability in high-volume B2C, B2B scenarios.
  • Reduce conversations per MAU and improve Product NPS through automation, predictive detection, and proactive prevention — while identifying where AI can also assist and accelerate the sales motion.
• Performance Insights, Reporting & Cross-functional Alignment
  • Establish and monitor KPIs/SLAs across both support and sales; use analytics to identify trends, risks, and improvement opportunities.
  • Deliver regular business reviews and actionable insights to internal leadership and partners.
  • Align the team with organizational goals and communicate updates effectively across a matrixed set of stakeholders.

Qualifications

• Graduate from a reputed university or equivalent global standard; MBA preferred .
• Working understanding customer journey mapping and lifecycle engagement strategy.
• Preferred certifications: ITIL, Six Sigma, or support/process credentials (e.g., MCP, CCNA).

Requirements

• 12+ years across technical support, customer success, and/or inside/digital sales within a SaaS or subscription business, including minimum 5+ years in a people-leadership capacity managing mid-large-scale teams (managing managers and/or large frontline teams strongly preferred).
• Demonstrated depth in both worlds: leading high-volume, high-velocity B2B support and sales, retention, and expansion outcomes.
• Solid technical fluency, able to interpret top technical issues, understand product architecture, feature, defects and partner credibly with engineering teams.
• Strong capability driving AI-enabled workflows and intelligent automation to improve NPS, deflection, and efficiency.
• Comfort with digital-first sales models, funnel management, and data-driven decision-making using dashboards and metrics.
• Familiarity with Adobe product suites (largely Creative Cloud, or Document Cloud) and with Windows, macOS, iOS, and Android environments.
• Excellent communication, stakeholder management, and executive presence; genuine passion for coaching and developing future leaders.

Success Measures (KPIs)

• Customer Experience (primary)
  • CSAT (Phone & Chat)
  • ARD (Average Resolution Days) and SLA compliance (Service Level & Abandonment)
  • Reduction in repeat contacts
• People & Leadership
  • Team engagement, retention, and internal promotion/bench strength
  • Coaching cadence and performance-management rigor
• Growth
  • Value-added delivery (Revenue & ARR)
  • Conversion rate (upsell / cross-sell) and pipeline contribution
  • Retention and expansion of existing book
• Operational Efficiency & Scale
  • AHT / CPH
  • Case deflection & self-service adoption
  • Automation coverage and conversations-per-MAU reduction