Customer Success Operating Model Lead

Job description

The Opportunity

We are hiring a Customer Success Operating Model Lead to join the Customer Value Office (CVO)—the team responsible for defining how Adobe delivers and measures customer value across the post-sales lifecycle.

This role will own the Expectations & Strategy layer of the Customer Success operating model, defining the system that aligns roles, workflows, governance, and value measurement into a consistent, scalable model globally.

You will partner closely with leaders across Customer Success, Value Advisory, and Value Programs to ensure that:

• Customer Success execution is clear, consistent, and measurable
• Value realization is systematically defined and tracked
• Offerings and playbooks are aligned to a unified operating model

This is a highly strategic individual contributor role focused on system design, cross-functional alignment, and global standardization.

What You’ll Do

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)
This is an excerpt. Read the full job description on Adobe careers →