Role Overview:

A forward-thinking and experienced Senior Manager, Technical Support to lead a high-performing team focused on delivering world-class service for Adobe’s SMB (Small & Medium Business) customers across Adobe’s products and solutions. This role drives customer experience, operational excellence, and strategic cross-functional alignment—while building a scalable support model through AI-enabled interventions (automation, self-service, predictive support, and intelligent workflows).

This role blends relationship management, change enablement, and sales execution, creating an experience-centric culture in Tech Support that fosters growth, measurable business impact, and efficiency at scale.

Key Responsibilities

Customer Experience & Execution

• Drive Tech Support performance to deliver goals/targets, including ARR, customer experience, and operational KPIs—with a primary focus on SMB customers.

• Collaborate with internal GTM, PM, and PMM teams to execute joint business plans, campaigns, and targeted SMB growth/retention initiatives.

Change Leadership & Strategic Alignment

• Lead change initiatives to improve overall customer experience and operational efficiency, including AI-led process improvements and automation.

• Align the team with organizational goals and communicate updates effectively across stakeholders.

Performance Insights & Reporting

• Establish and monitor KPIs/SLAs, leveraging analytics to identify trends and improvement opportunities—especially those impacting SMB scale and efficiency.

• Provide regular business reviews and actionable insights to partners and internal leadership.

Relationship Building & Escalation Management

• Collaborate cross-functionally with Product and Engineering to influence roadmap priorities—champion voice-of-the-customer insights on technical issues to improve product experience.

• Own escalations and ensure timely resolution with strong stakeholder alignment.

Scale & Transformation (AI + Automation)

• Drive initiatives to scale support operations, including knowledge management, self-service tools, and automation.

• Define a long-term vision for intelligent, data-driven support, balancing human and AI-delivered service models.

• Identify and implement AI interventions (e.g., chat/assist tools, case deflection, intelligent routing, predictive issue detection, auto-triage, and proactive prevention) to improve speed, reduce effort, and increase scalability—especially in high-volume SMB scenarios.

What You’ll Need to Succeed

Education

• Graduated from a reputed UGC-recognized university or equivalent global standard; MBA preferred.

• Understanding of customer journey mapping and lifecycle engagement strategy.

• Preferred: ITIL, Six Sigma, or support process certifications (e.g., MCP, CCNA, etc.).

Experience / Skills

• Solid technical fluency to interpret top technical issues, understand product architecture, and partner effectively with engineering teams.

• 12+ years of experience in technical support/customer success/sales-in-service within a SaaS environment, including 5+ years in a leadership capacity managing in-house Tech Support Operations.

• Demonstrated experience supporting SMB customers at scale(high-volume, high-velocity support models), and improving outcomes through tech + process excellence.

• Strong capability in driving AI-enabled workflows and intelligent automation to improve Product NPS and reduce Conversations per MAU through automation, predictive detection, and proactive prevention strategies.

• Familiarity with Adobe product suites (Adobe Experience Cloud, Creative Cloud, or Document Cloud).

• Familiarity with Windows, iOS, Android, and macOS environments.

Success Measures (KPIs)

• Growth – Value added delivery (Revenue & ARR)

• Customer experience – CSAT / NPS

• ARD (Average Resolution Days)

• SLA Compliance – SL & Abd

• Conversion Rate (Upsell/Cross-sell)

• Operational Efficiency – AHT / CPH

• Added for SMB scale: Case deflection/self-service adoption, automation coverage, and reduction in repeat contacts

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 Gen Studio 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.