Sr. Operations Manager - Customer Success

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity
 

We are seeking a seasoned and strategic Director of Customer Success Operations to lead the operational backbone of our post-sales customer experience. You will be responsible for designing and scaling the systems, insights, tools, and processes that empower our global Customer Success teams to deliver exceptional value, accelerate product usage and adoption, and secure customer growth and retention.

This is a highly cross-functional role requiring deep alignment with CSS leadership, Sales, GTM strategy, product, marketing, finance, and sales operations. You will ensure our CSS organization is insight-driven, operationally excellent, and ready to support high-growth and high-scale enterprise engagements.

What you’ll do

• Management responsibility for a team of professionals providing centralized support for the Global Enterprise Digital Media Organization.
• Responsible for building and delivering C-Level executive presentations, including RTBs, QBRs, and regular C-Level deep-dive sessions.
• Lead, coordinate and refine weekly usage, health, and growth forecasting processes driving predictability.
• Develop and action productivity and performance reporting of CSS management, individuals, and account opportunity.
• Oversee sales team productivity and track critical KPIs: deployment, activation, usage, product requirements, customer wins and case studies, health, pipeline growth and upsell, cross-sell, retention and churn rate, etc.
• Establish highly repeatable and scalable sales processes, automation, and reporting methodologies for implementation across regions and business units for pipeline opportunity identification, build, and progression.
• Conduct historical reviews of account performance, account segmentation, prioritization, and oversee win/loss analysis.
• Drive global CSS and annual ecosystem planning, including determining account segmentation, financial targets, organizational design, account coverage, capacity model, territory assignment, quotas, and compensation plans.
• Support and optimize the CSS GTM strategy, including core processes and productivity drivers, infrastructure and automation, regional performance, and Enterprise Data-Driven Operating model. Ensure that all CSS teams fully adopt the defined GTM.
• Help recruit, inspire, lead, mentor, and motivate the CSS operations organization to capitalize on the market opportunity for Adobe. Effectively partner and appropriately challenge leadership to overachieve targets and instill centralized processes effectively.
• Measure how CSS Reps spend their time and use that data with CSS leaders to improve processes and IT automation priorities. Accountability to assist CSS teams in improving performance by assigning goals, quotas, and compensation plans; and developing training and management programs.
• Manage the CSS customer pipeline by monitoring deal flow across stages and conducting capacity modeling.
• Establish CSS asset needs, support development, and determine asset utilization and deployment guidelines.
• Leads teams to proactively analyze sales and marketing data to produce and implement actionable insights with minimum supervision.

What you need to succeed

• Proven experience managing a best-in-class, complex CSM Operations function supporting aggressive revenue growth. Capable of managing a centralized go-to-market operational team responsible for supporting $3B+ of revenues.
• Candidates must have a proven track record of success in providing strategic guidance and operational oversight in CSM or Sales Operations within a complex technology sales environment.
• A proven ability to develop tactical initiatives that improve sales productivity and performance. Background of introducing innovative performance metrics and improvement programs.
• Ability to utilize combined industry benchmarking information with a robust analytical capability to identify market trends and test alternative strategy approaches that yield superior performance.
• Experience researching, developing