Head of Customer Success

Adobe•San Jose, CA

About The Position

Adobe is seeking a dynamic Head of Customer Success to lead the Americas C&P Enterprise Customer Success & Strategy Org covering both Enterprise and Public Sector segments. The Sr. Director will provide vision and leadership for a team of Directors, Managers and ICs delivering customer success initiatives to enhance adoption, partnership, and value realization across a diverse Adobe customer base with the most innovative industry solutions. Senior Director of Customer Success will be accountable for developing a comprehensive strategic customer success business plan based on a substantial understanding of modern creative, knowledge worker workflows, and operational field dynamics. The Senior Director of Customer Success will lead their team to deeply understand Adobe’s customers’ business goals to help them make the most out of their Adobe solution investments supported by superior execution across customer success roles. This position includes leading regular and extensive executive presentations and business inspection reviews.

Requirements

Customer Leadership Experience: Proven track record of leading high-performing, customer-facing teams within top-tier organizations operating under a software consumption model, supporting rapid revenue growth. Demonstrated ability to scale and manage a centralized customer success organization supporting $1B+ in revenue.
Customer Focus: Passion for customer success and a dedication to delivering exceptional results.
Analytical & Results-Driven: Exceptional problem-solving and analytical skills, with the ability to translate data into actionable insights and recommendations. Entrepreneurial and self-directed, with a strong track record of consistently meeting and exceeding revenue targets.
People Leadership: Exceptional track record of building, scaling, and developing high-impact teams, including leading leaders and managers of managers. Adept at flexing leadership style to elevate performance, drive accountability, and unlock the full potential of diverse organizations.
Operational Excellence: Demonstrated ability to design and execute both strategic and tactical initiatives that elevate team productivity and performance. Track record of implementing innovative performance metrics, continuous improvement programs, and compensation models that drive measurable results.
Cross Collaboration: Demonstrated ability working collaboratively across a matrix organization to achieve results important to your customers (CSM, Sales, Product, Product Marketing, Forward Deployed Engineering, and Customer Support)

Responsibilities

Partner with the VP of Americas Sales and regional leaders to develop high-quality, actionable account plans across the customer base.
Establish and drive a rigorous inspection cadence to ensure disciplined execution, KPI attainment, and proactive risk mitigation.
Lead, mentor and inspire a team of customer success managers across the Americas, fostering a culture of excellence, collaboration, and innovation.
Develop and roll out customer success strategies aligned with Adobe's overall objectives across customer adoption, partnership, and value realization of Adobe’s solutions.
Responsible for developing engagement models and methodologies that ensure customer adoption and value realization of Adobe solutions.
Develop thoughtful and strategic customer success offerings and repeatable deliverable templates which engage customers at crucial points in the customer lifecycle.
Work closely with customers to ensure they are recognizing maximum value from their Adobe investments, ultimately leading to customer satisfaction and retention.
Ensure renewal readiness, risk identification/mitigation and paving the way for growth in partnership with Sales teams
Collaborate closely with sales, product, marketing, and support teams to deliver a seamless customer experience and drive business growth.
Responsible for building and delivering C-Level executive presentations, including RTBs, QBRs, and regular deep-dive sessions.
Partner with CSM Operations to develop and action productivity and performance reporting of customer success management, individuals, and account opportunity.