Head of Customer Engagement, Firefly Enterprise & GenStudio

Adobe•San Jose, CA

20h•$205,600 - $410,300

About The Position

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! Join our “DevOps for Content” revolution as we partner with global brands and agencies to transform their end-to-end creative workflows – from ideation to activation – to deliver AI-powered content services with speed, scale, and governance. We are inventing new applications and solutions to unlock the GenAI-powered Content Supply Chain. As the Head of Customer Engagement, you’ll build and inspire a team of highly skilled AI Engagement Managers who lead our enterprise customers as hands-on AI strategists, product managers, and executive customer leaders, inventing new products and driving fast time to measurable value. You will also lead and scale a team of Program Managers who orchestrate across Adobe and our partners to ensure the successful launch of 0à1 product & innovation opportunities and our most complex, transformational engagements. This role requires strong leadership and strategy consulting skills, an understanding of AI solutions (first-party and third-party models), and exceptional customer-centricity to drive rapid adoption and value realization for our most strategic customers. You'll serve as the ultimate customer advocate, originating net-new products while also driving rapid feedback loops with Product. If you’re energized by scaling teams, innovating rapidly, and translating AI research into real-world value, this is your stage!

Requirements

Seasoned Customer & Product Leader: 15+ years in customer-facing roles within management consulting and product management. 10+ years in team leadership roles. Experience with martech software vendors is preferred.
Customer-Centricity: Always prioritizing the customer and their needs and expectations first in everything you do. You are outstanding at crafting and encouraging a culture of customer-centricity among your team and your extended ecosystem.
GenAI & Platform Expertise: Understanding and experience with Adobe Firefly, Adobe Experience Cloud, Adobe Creative Cloud, GenStudio for Performance Marketing, Custom Models, third-party AI models, and Cloud platform technologies.
Practitioner Experience: Adept at translating customers’ business requirements into solutions and effectively positioning solution value. Proven ability to understand customer goals and align them with high-impact features and capabilities of Adobe solutions.
Executive Presence: Outstanding communicator who simplifies complex AI concepts for C-suite customers and influences strategic decisions.
Talent Builder: Skilled in recruiting diverse engagement and program managers; passionate about mentorship, career growth, and encouraging cross-team collaboration.
Owning the Outcome: Ability to assess delivery execution performance and continuously improve impact. Constantly seeking better, faster, and more innovative ways to solve problems using GenAI technology. Proven track record of breaking down organizational silos to ensure the best customer outcome is a must.

Responsibilities

Create the Future: Recruit, coach, and empower a team of high-performing AI Engagement and Program Managers; define success metrics, playbooks, and new operating models.
Customer-Centricity Leadership: Lead the team to drive enterprise-scale creative and content transformations using Adobe solutions and third-party models as a catalyst for organizational change. Act as an executive sponsor for key accounts, ensuring alignment across DX/DME, Product, Engineering, Customer Success, and Enablement.
Product Leadership: Function as a continuous product innovation engine—originating and launching 0à1 product opportunities while also feeding repeatable customer solutions and use cases straight into the product roadmap to accelerate growth.
Develop repeatable and scalable digital and AI transformation strategies using Adobe’s AI technologies/first-party models and third-party models to solve complex business challenges for enterprise customers.
Value Realization and Adoption: Establish proven approaches to measure and articulate value across the customer base. Surface insights on areas of differentiated value and opportunities to implement faster. Scale successful adoption strategies and tactics and address challenges holding us back from more success.
Stay ahead of AI Trends: Stay current on advancements in generative AI, creative tooling, and performance marketing to continuously evolve team capabilities and offerings.
Ensure Operational and Delivery Excellence: Embed governance, quality, and performance metrics into every engagement, driving continuous team improvement against critical metrics. Champion cross-functional collaboration by dismantling silos and encouraging a culture of shared ownership and alignment across teams.
Cultivate Culture: Foster a high-performance, product management and customer-obsessed culture by mentoring your team with positivity, accountability, and growth paths.
Evangelize & Scale: Share standard methodologies, lead internal workshops, and catalyze generative AI adoption across Adobe’s pre-sales, post-sales, and customer success teams.

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