Director Of Customer Success, Creative Professionals

Director Of Customer Success

Adobe is seeking a dynamic Director of Customer Success to lead the Americas Enterprise Customer Success & Strategy Org covering the Creative Professionals segments. The Director will provide vision and leadership for a team of Managers and ICs delivering customer success initiatives to enhance adoption, partnership, and value realization across a diverse Adobe customer base with the most innovative industry solutions. Director of Customer Success will be accountable for developing a comprehensive strategic customer success business plan based on a substantial understanding of modern creative, knowledge worker workflows, and operational field dynamics. The Director of Customer Success will lead their team to deeply understand Adobe's customers' business goals to help them make the most out of their Adobe solution investments supported by superior execution across customer success roles. This position includes leading regular and extensive executive presentations and business inspection reviews.

What You Will Do:

• Business Leadership: Partner with the Head of Customer Success of Americas Sales and regional leaders to develop high-quality, actionable account plans across the customer base. Establish and drive a rigorous inspection cadence to ensure disciplined execution, KPI attainment, and proactive risk mitigation.
• Team Leadership: Lead, mentor and inspire a team of customer success managers across the Americas, fostering a culture of excellence, collaboration, and innovation.
• CSM Strategy: Develop and roll out customer success strategies aligned with Adobe's overall objectives across customer adoption, partnership, and value realization of Adobe's solutions.
• Customer Adoption: Responsible for developing engagement models and methodologies that ensure customer adoption and value realization of Adobe solutions. Develop thoughtful and strategic customer success offerings and repeatable deliverable templates which engage customers at crucial points in the customer lifecycle.
• Value Realization: Work closely with customers to ensure they are recognizing maximum value from their Adobe investments, ultimately leading to customer satisfaction and retention.
• Renewal Readiness: Ensure renewal readiness, risk identification/mitigation and paving the way for growth in partnership with Sales teams
• Cross-functional Collaboration: Collaborate closely with sales, product, marketing, and support teams to deliver a seamless customer experience and drive business growth.
• Executive Communication: Responsible for building and delivering C-Level executive presentations, including RTBs, QBRs, and regular deep-dive sessions.
• Operational Rigor: Partner with CSM Operations to develop and action productivity and performance reporting of customer success management, individuals, and account opportunity.

What You Need To Succeed:

• Creative Domain Expertise: Prior hands-on professional experience using Adobe Creative Cloud applications including Photoshop or Premiere Pro with a strong understanding of creative workflows and customer use cases.
• Customer Leadership Experience: Proven track record of leading high-performing, customer-facing teams within top-tier organizations operating under a software consumption model, supporting rapid revenue growth. Demonstrated ability to scale and manage a centralized customer success organization supporting $1B+ in revenue.
• Customer Focus: Passion for customer success and a dedication to delivering exceptional results.
• Analytical & Results-Driven: Exceptional problem-solving and analytical skills, with the ability to translate data into actionable insights and recommendations.
• Entrepreneurial and self-directed, with a strong track record of consistently meeting and exceeding revenue targets.
• People Leadership: Exceptional track record of building, scaling, and developing high-impact teams, including leading leaders and managers of managers. Adept at flexing leadership style to elevate performance, drive accountability, and unlock the full potential of diverse organizations.
• Operational Excellence: Demonstrated ability to design and execute both strategic and tactical initiatives that elevate team productivity and performance. Track record of implementing innovative performance metrics, continuous improvement programs, and compensation models that drive measurable results.
• Cross Collaboration: Demonstrated ability working collaboratively across a matrix organization to achieve results important to your customers (CSM, Sales, Product, Product Marketing, Forward Deployed Engineering, and Customer Support)

About Adobe:

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let's Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.