Head, Customer Success Management, D-ALP

The Enterprise SaaS offerings from Adobe's Digital Learning BU have seen rapid growth and adoption over the last few years. We're seeking a dynamic leader to head our globally distributed customer success team tasked with making our Enterprise SaaS customers widely successful.

Our Customer Success team works as an advisory arm to our clients to ensure customer success throughout the customer lifecycle by understanding the client's business and technical needs and connecting the client with the appropriate resources to achieve their goals and drive adoption of Adobe solutions and services.

Reporting to the Global Head of Customer Success Group, you will ultimately own Customer Success activities (on-boarding, , services, adoption, advocacy, retention, etc.) and outcomes (renewals, up-sell, etc.).

What you'll do

• 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.

What you'll need

• 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