Customer Success Operating Model Lead

Adobe•Chicago, NY

About The Position

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. How This Role Delivers Impact A well-designed operating model is the backbone of how an organization delivers value. In this role, you will help Adobe Customer Success achieve: Clarity – Clear roles, expectations, and accountability Speed – Streamlined, standardized workflows and execution Scalability – Repeatable programs and offerings aligned to a common model Measurable Outcomes – Consistent definition and tracking of customer value Why Join the Customer Value Office The Customer Value Office defines how Adobe delivers customer value at scale. This role is central to that mission—connecting strategy to execution and ensuring that every Customer Success interaction is aligned to measurable outcomes. 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 [email protected] or call +1 408-536-3015. 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 .

Requirements

6–10+ years of experience in Customer Success, Strategy, Operations, Value Engineering, or Management Consulting
Experience designing or evolving operating models, business processes, or customer lifecycle frameworks
Strong systems thinking—ability to connect strategy, roles, workflows, and outcomes into a cohesive model
Experience defining or working with value measurement frameworks (ROI, KPIs, benchmarking)
Proven ability to work cross-functionally and influence senior stakeholders without direct authority
Excellent communication skills with the ability to translate complex concepts into clear, actionable frameworks

Nice To Haves

Experience in enterprise SaaS or digital experience platforms
Background in consulting or strategy roles, MBA preferred
Experience building global frameworks across regions and teams
Familiarity with Customer Success tooling, reporting systems, and data models

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