The OpportunityWe 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 DoDefine & 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
What You Need to Succeed- 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
Preferred Qualifications- 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
How This Role Delivers ImpactA 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
Expected Pay Range:Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $135,200 -- $234,150 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In New York, the pay range for this position is $161,700 - $234,150In Illinois, the pay range for this position is $149,400 - $216,300
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
