Customer Success Operating Model Lead

Adobe•New York, 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.

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

Benefits

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you’re looking to make an impact, Adobe's the place for you.
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