Head of Customer Success

About the role

The opportunity 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.

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 pave the way for growth in partnership with Sales teams.
• Cross-functional Collaboration: Collaborate closely with sales, product, marketing, and support teams to deliver a seamless customer experience and drive business growth.
• Build and deliver 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.

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).

Qualifications

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.

Passion for customer success and a dedication to delivering exceptional results.

Exceptional problem-solving and analytical skills, with the ability to translate data into actionable insights and recommendations.

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.

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.

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).

Skills

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.

Exceptional problem-solving and analytical skills, with the ability to translate data into actionable insights and recommendations.

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.

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.

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).

Benefits

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.

Pay

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $201,100 -- $380,225 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.

In California, the pay range for this position is $244,600 - $380,225.

Schedule

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.