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About the Role

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.

Responsibilities

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.
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.
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 converts efficiently through the right human or digital touch.
Establish shared goals, governance, and operating rhythms with Digital Sales leadership to ensure a seamless customer experience across the funnel.
Champion "Digital Human Collaboration" as a core pillar of the Japan SMB strategy -- orchestrating the blend of digital-led engagement with human-led engagement 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.
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.
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.
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.
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.
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.

Requirements

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.
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.

Skills

Sales
Inside Sales
SaaS
Technology
Digital Media
Team Leadership
Vendor Management
Customer Success Management
Sales Methodologies
Commercial Acumen
Coaching
Mentoring
Data Analysis
Cross-functional Collaboration
Digital Human Collaboration
Route to Market Management
Channel Management
Subscription Commerce
Marketplace Commerce
Change Management
AI-assisted Sales
Customer Engagement

Location

Japan

Work Type

Full-time

Experience Level

8+ years
Managing Managers
Leading Sizable Teams

Benefits

Comprehensive benefits programs

About the Company

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.
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.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you’re looking to make an impact, Adobe's the place for you.
Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
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Equal Opportunity

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.
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.
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 applicable characteristics protected by law.
Adobe aims to make Adobe.com 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 (408) 536-3015.