Customer Success Operating Model Lead

The Opportunity

We 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 Do

Define & 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 Impact

A 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

Why Join the Customer Value Office

The Customer Value Office defines how Adobe delivers customer value at scale.

This role is central to that mission—connecting strategy to execution and ensuring that every Customer Success interaction is aligned to measurable outcomes.

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 Stu