Customer Success Operating Model Lead

Adobe is a leading company that empowers everyone to create through innovative platforms and tools. They are seeking a Customer Success Operating Model Lead to define and govern the Customer Success operating model, ensuring clarity, consistency, and measurable outcomes across customer interactions.

Responsibilities:

• 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