Head of Customer Success

🕒 March 24

🏢🏡 San Francisco – Hybrid

💵 $201.1k - $380.2k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Adobe

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

Software • Digital Marketing • Creative Services

Adobe is a leading software company specializing in creative and digital marketing solutions. It offers a wide range of creative apps and services, including industry-standard tools like Photoshop, Illustrator, and Premiere Pro as part of its Adobe Creative Cloud suite. Adobe also provides business solutions such as the Adobe Experience Cloud, which includes marketing automation, analytics, and content management. With a focus on enhancing customer experiences through generative AI and digital asset management, Adobe serves industries like Financial Services, Retail, Media & Entertainment, and more. Adobe is also well-known for its PDF and e-signature solutions, such as Adobe Acrobat and Acrobat Sign, catering to both individuals and businesses.

📋 Description

• 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. • 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.

🎯 Requirements

• 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. • Entrepreneurial and self-directed, with a strong track record of consistently meeting and exceeding revenue targets. • Exceptional track record of building, scaling, and developing high-impact teams, including leading leaders and managers of managers. • Demonstrated ability to design and execute both strategic and tactical initiatives that elevate team productivity and performance. • 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

• Comprehensive benefits programs