VP, Customer Success at Adobe Inc. in San Jose, CA

VP, Customer Success at Adobe Inc. in San Jose, CA

Minimum Qualifications

• Years of leadership in digital experience and/or digital marketing as a business leader or agency/SI leader.
• Depth in digital strategy and execution as well as technical requirements.
• Relevant expertise in Adobe Digital Experience products, enterprise customer requirements, use cases, and challenges (e.g., Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, Adobe Experience Platform).
• Highly collaborative and experienced in working in a matrixed environment.
• High IQ and EQ, strong leadership and decision-making skills.
• Strong communication skills, ability to articulate and sell a vision.
• Creative and entrepreneurial spirit and attitude, a focus on possibilities and not obstacles.
• Strong execution skills and the ability to drive action and accountability.
• Consistent record of hiring and leading extraordinary talent.
• Proven track record navigating ambiguity and change.
• Proven track record of defining and optimizing processes.
• Ability to communicate effectively to creative, product, and technical customer and internal teams.

Responsibilities

• Develop the Global DX Customer Success strategy and execution framework in conjunction with key stakeholders in product and field leadership.
• Lead a team of 200.
• Develop product expertise/advisory methodology across Adobe Experience Cloud focused on achieving customer success via onboarding, adoption, value capture, and tune-up programs.
• Lead change management with the existing customer success team to shift to a strategic advisory paradigm - evolve people, capabilities, operations, and customer engagement.
• Understand customer needs across AEC products to inform the evolution of customer success programs.
• Be a customer advocate, providing feedback to sales, marketing, engineering, and product organizations.
• Establish and implement coverage, engagement models, and service levels across a wide range of customers from Mid-Enterprise to Fortune 50.
• Measure the effectiveness of Customer Success by defining and measuring operational metrics for the team.
• Build strong operational rigor around goal setting, measurement, and accountability.
• Attract and successfully lead a high performing team, supporting the evolution of DX CS strategy.

Company information: Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing, and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and we’re changing the world through digital experiences.