WW CS Adoption, Intelligence & Value Realization Lead
About The Position
The WW CS Adoption, Intelligence & Value Realization Lead serves as the global CS lead for GreenLake Platform Adoption, customer value realization, and customer intelligence initiatives. The role combines strategic leadership, Customer Success transformation, and execution excellence to drive scalable adoption programs, accelerate customer outcomes, and enhance the overall customer experience throughout the customer lifecycle. This role is responsible for defining the strategy, governance framework, operating model, and continuous evolution of the GreenLake Platform Adoption Framework, enabling customers to accelerate time-to-value, increase platform utilization, and advance through defined maturity stages. The role also leads Customer Success customer intelligence initiatives through the Your Voice Matters (YVM) program, ensuring customer feedback, adoption barriers, telemetry requirements, enhancement requests, and field insights are systematically captured, prioritized, and translated into actionable improvements across Product Management, Platform Engineering, Delivery, and Customer Success organizations. As a trusted advisor to executive leadership, the individual drives strategic alignment across Worldwide and Geo Customer Success, Product Management, Delivery, Platform Engineering, Hybrid Cloud Business Units, and Capacity Management teams to establish scalable adoption practices, improve customer outcomes, and advance Customer Success transformation initiatives.
Requirements
- Ability to design and lead global Customer Success adoption, maturity, and operating models.
- Strong program governance and stakeholder management skills in complex matrix organizations.
- Expertise in customer value realization and adoption methodologies.
- Ability to define scalable frameworks, engagement models, and enablement programs.
- Strong change leadership and transformation management capabilities.
- Proven ability to influence executive stakeholders without formal authority.
- Experience balancing strategic priorities with operational execution.
- Strong governance, decision-making, and business planning skills.
- Ability to mentor and guide senior leaders and cross-functional teams.
- Deep understanding of Customer Success contribution to adoption, expansion, retention, and customer lifetime value.
- Expertise in customer value realization and business outcome-based engagement.
- Strong executive customer engagement capabilities.
- Ability to convert customer insights into growth opportunities.
- Experience supporting complex enterprise customer journeys.
- Knowledge of customer maturity assessment frameworks.
- Understanding of direct and partner-led customer engagement models.
- Strong collaboration with Sales, Product, Channel, and Customer Success leadership.
- Strong analytical, structured problem-solving, and decision-making skills.
- Ability to translate complex telemetry, customer feedback, and operational data into executive-level insights.
- Strong commercial and financial acumen.
- Executive communication, storytelling, and presentation skills.
- Experience operating across global, multicultural organizations.
- Strategic planning and prioritization expertise.
- Ability to manage broad scope, ambiguity, and competing priorities.
- Deep understanding of SaaS, cloud, platform adoption, customer success, and digital transformation models.
- Recognized thought leadership and trusted advisor presence.
- Bachelor's degree in Business, Engineering, Analytics, Technology, or related field; advanced degree preferred.
- 12+ years of experience in Customer Success, Services, Business Development, Consulting, Strategy, or related leadership roles.
- Proven experience leading enterprise-scale customer adoption, transformation, or value realization initiatives.
- Experience developing customer success methodologies, operating models, and business frameworks.
- Demonstrated executive-level influence within global matrixed organizations.
- Strong background in governance, analytics, customer intelligence, and business performance management.
- Fluent English required.
Nice To Haves
- Additional languages preferred.
Responsibilities
- Lead the phased rollout of the GreenLake Platform Adoption Framework, including KPI definition, telemetry alignment, pilot execution, governance, and global scale.
- Establish customer adoption methodologies, maturity frameworks, engagement models, and success measurement approaches.
- Define and drive adoption motions that support customer value realization and business growth.
- Define account selection criteria and coordinate participation across all geographies.
- Ensure nomination, onboarding, readiness, and enablement of participating Customer Success Managers.
- Deliver training programs supporting workshop execution and adoption methodology consistency.
- Establish and maintain centralized governance repositories to monitor: Workshop execution, Account progression, Customer maturity stages, Risks and dependencies, Action items and outcomes.
- Define the methodology, governance, success metrics, and operating model for adoption workshops while enabling geo teams and participating CSMs to drive execution.
- Deliver executive-level reporting on pilot progress, customer adoption outcomes, and program effectiveness.
- Capture lessons learned from pilots and continuously improve adoption methodologies, workshop content, maturity frameworks, and engagement strategies.
- Develop self-paced enablement content and scalable readiness programs.
- Integrate adoption motions into Capacity Management and Mid-Touch Customer Success engagement models.
- Define governance structures, segmentation approaches, success metrics, and scale recommendations.
- Align adoption initiatives across Customer Success, Platform, Delivery, Product Management, and Hybrid Cloud organizations.
- Lead development and deployment of adoption playbooks across GreenLake software and platform portfolios.
- Own adoption-related customer feedback governance through the Your Voice Matters (YVM) program.
- Ensure adoption barriers, platform gaps, telemetry requirements, enhancement requests, and customer insights are captured and routed through governance processes.
- Drive prioritization of customer adoption improvements in partnership with Product Management.
- Establish recurring executive reviews to communicate customer needs, adoption trends, and improvement opportunities.
- Develop executive-level reporting and visibility into adoption challenges, feature requests, and customer pain points.
- Provide strategic advisory and recommendations to Worldwide and Geo leadership regarding adoption strategy, customer maturity progression, platform utilization, and business growth opportunities.
- Present adoption insights, customer intelligence, and business recommendations to executive stakeholders.
- Influence long-term Customer Success and customer experience strategies.
- Drive alignment between customer needs, platform capabilities, and business priorities.
- Define the global operating model for GreenLake Platform Adoption.
- Establish governance, roles, responsibilities, and measurement standards.
- Define maturity frameworks, success indicators, and customer segmentation models.
- Ensure consistency across geographies and customer engagement motions.
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Executive
