Head of Customer Success

Head Of Customer Success

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.

What you will do:

• Business Leadership: 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.
• Team Leadership: Lead, mentor and inspire a team of customer success managers across the Americas, fostering a culture of excellence, collaboration, and innovation.
• CSM Strategy: Develop and roll out customer success strategies aligned with Adobe's overall objectives across customer adoption, partnership, and value realization of Adobe's solutions.
• Customer Adoption: 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.
• Value Realization: Work closely with customers to ensure they are recognizing maximum value from their Adobe investments, ultimately leading to customer satisfaction and retention.
• Renewal readiness: Ensure renewal readiness, risk identification/mitigation and paving 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.
• Executive Communication: Responsible for building and delivering C-Level executive presentations, including RTBs, QBRs, and regular deep-dive sessions.
• Operational Rigor: Partner with CSM Operations to develop and action productivity and performance reporting of customer success management, individuals, and account opportunity.

What you need to succeed

• 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)
• Company Culture: Adobe is a fluid environment; the successful candidate will bring a proven track record of flexibility while leading a dynamic team in a fast-moving environment

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. 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

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

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 View email address on click.appcast.io or call View phone number on click.appcast.io.

AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it's restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range:

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. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California :

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.