Logo of Huzzle

Home

Matches

Explore

Manage

Find 52,000+ jobs, internships & events from 6,000+ top companies on Huzzle using AI

Head, Customer Success Management, D-ALP

image

Adobe

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Product

AI generated summary

  • You need 15+ years in customer-facing roles, 5+ years in leadership, SaaS expertise, strong communication skills, crisis management, operational scaling, project management experience, and LMS knowledge.
  • You will oversee customer lifecycle mapping, enhance customer advocacy, influence cross-functional teams, implement scalable processes, manage escalations, measure team effectiveness, and drive new opportunities.

Requirements

  • Customer Success professional with overall 15+ years of experience working in Customer facing roles
  • Has 5+ years’ experience leading teams in customer success function. Demonstrated success in building, mentoring, and growing high performance teams
  • Has defined and helped optimize customer journeys for enterprise SaaS products. Strong understanding of SaaS and multi-tenancy fundamentals
  • Has owned existing customer commercial relationships, with incentive compensation tied to net revenue retention or a similar metric
  • Has identified and implemented a series of customer success metrics to align team behaviors with customer results
  • Has owned implementation strategy and execution where the average time to implement a new customer is 90 or more days
  • Excellent executive communication, negotiation and presentation skills
  • Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease
  • Proven track record of scaling operations by introducing scalable processes, optimizations and automation
  • Program and project management experience
  • People management and interpersonal skills
  • Ability to think outside the box and come up with creative ideas
  • LMS knowledge preferable. Experience working in Learning domain (Workday, CSOD, Success Factors) preferable
  • As customer outreach is global, flexible to work in different time zones as needed

Responsibilities

  • Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey.
  • Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate in the evolution of Adobe’s platform functionality integral to the customer's success. Be the voice of the customer internally
  • Collaborative leadership style with ability to influence peers and leaders from different groups in the company including Sales, Marketing, Product and Engineering
  • Create repeatable and scalable processes to enable high paced growth
  • Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction and overall health scores.
  • Assist the team with key escalations.
  • Measure and report effectiveness of Customer Success Managers, defining operational metrics for team.
  • Attract, hire and retain a group of high potential individual contributors into the team. Create rapid onboarding process for new team members, foster collaboration within team and across customer lifecycle
  • Become the Subject Matter Expert in the Learning domain/go-to person for the team on day-to-day operational challenges
  • Work closely with Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.

FAQs

What is the primary focus of the Head, Customer Success Management role at Adobe?

The primary focus of this role is to lead the globally distributed customer success team, ensuring Enterprise SaaS customers achieve success throughout the customer lifecycle by addressing their business and technical needs.

What qualifications are needed for this position?

Candidates should have 15+ years of experience in customer-facing roles, with at least 5 years in a leadership position within customer success. Additionally, experience in defining and optimizing customer journeys for enterprise SaaS products is essential.

What key responsibilities does the Head of Customer Success Management have?

The key responsibilities include defining the customer lifecycle, optimizing customer journeys, increasing customer lifetime value, managing the customer success team, reporting on team effectiveness, and facilitating collaboration across departments.

How important is experience with SaaS products for this role?

Experience with SaaS products is very important, as the role requires a strong understanding of the fundamentals of SaaS and multi-tenancy, as well as the ability to implement strategies that improve customer relationships and outcomes.

Is there a requirement for knowledge in the Learning Management System (LMS) domain?

While not mandatory, having knowledge of LMS and experience in the Learning domain (such as Workday, CSOD, or SuccessFactors) is preferable for this position.

Will the Head of Customer Success Management need to work globally?

Yes, the position requires flexibility to work across different time zones, as customer outreach is global.

How does Adobe value employee diversity and inclusion for this role?

Adobe is committed to creating exceptional employee experiences and does not discriminate based on various personal characteristics, ensuring that everyone has equal opportunities within the organization.

What is expected in terms of customer advocacy in this role?

The Head of Customer Success Management is expected to increase customer advocacy and reference-ability, acting as the voice of the customer internally to influence the evolution of Adobe’s platform functionality.

What are the key metrics for measuring success in this position?

Key metrics for measuring success include customer satisfaction scores, product adoption rates, retention rates, and net revenue retention or similar metrics aligned with customer outcomes.

What type of leadership style is preferred for this position?

A collaborative leadership style that influences peers and leaders across various departments—such as Sales, Marketing, Product, and Engineering—is preferred for this role.

image

Adobe

Technology
Industry
10,001+
Employees
1982
Founded Year

Mission & Purpose

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.

OpportunitiesView all