Head of Customer Success
Adobe
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • United States
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Salary
💰 $201,100 - $380,225 per year
Job Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success strategiesaccount planningKPI attainmentrisk mitigationengagement modelsdata analysisperformance reportingstrategic initiativestactical initiativesrevenue growth
Soft Skills
leadershipmentoringcollaborationinnovationproblem-solvinganalytical skillsentrepreneurial mindsetself-directedcommunicationteam building