Head of Japan Integrated Customer Experience (ICX)

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.