Customer Success Lead

Role Overview

• Define & Evolve the Customer Success Operating Model (Expectations & Strategy)
• Define and govern Adobe’s end-to-end Customer Success operating model—including lifecycle stages, role expectations, and engagement frameworks
• Establish clear accountability and decision rights across Customer Success roles (CSM, TAM, TAD, Value Advisors, etc.)
• Design a cohesive system of workflows, governance, and customer engagement models that operate consistently across regions
• Establish Portfolio of Global Execution Standards
• Define and standardize a portfolio core value products & offerings (e.g., success planning, SBRs, value reviews, technical engagements)
• Ensure alignment of artifacts, processes, and role responsibilities across the Customer Value Lifecycle
• Partner with regional and segment leaders to drive consistency and clarity in execution globally
• Connect Strategy to Execution (Programs & Offerings)
• Partner with Value Product Leads to translate operating model standards into repeatable programs, playbooks, and Bill of Material (BOM) components
• Ensure that Customer Success offerings are aligned to customer lifecycle stages, value products & offerings, and value outcomes
• Provide guidance to tooling, reporting, and data requirements teams to enable scalable execution
• Drive Cross-Functional Alignment & Adoption
• Partner across Customer Success, Sales, Product, and Operations to align on customer lifecycle strategy and execution
• Influence without authority to ensure adoption of operating model standards across global teams
• Establish feedback loops from Value Advisory and field teams to continuously refine and improve the model

Requirements

• 6–10+ years of experience in Customer Success, Strategy, Operations, Value Engineering, or Management Consulting
• Experience designing or evolving operating models, business processes, or customer lifecycle frameworks
• Strong systems thinking—ability to connect strategy, roles, workflows, and outcomes into a cohesive model
• Experience defining or working with value measurement frameworks (ROI, KPIs, benchmarking)
• Proven ability to work cross-functionally and influence senior stakeholders without direct authority
• Excellent communication skills with the ability to translate complex concepts into clear, actionable frameworks
• Preferred Qualifications: Experience in enterprise SaaS or digital experience platforms, Background in consulting or strategy roles, MBA preferred, Experience building global frameworks across regions and teams, Familiarity with Customer Success tooling, reporting systems, and data models

Benefits

• Comprehensive benefits programs