JOB LEVEL

M60/P60

EMPLOYEE ROLE

People Manager

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 and deploying sales tools, technologies, and automation solutions/strategies in the field.
Experience developing and managing sales compensation plans and expertise in contract review and negotiations.
Highly entrepreneurial and able to operate independently with minimum supervision.
Heavily results-oriented; strong track record in meeting and exceeding revenue targets.
Experience in a subscription revenue environment.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $153,600 -- $319,600 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices

California

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward

1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Qualifications

Proven experience managing a best-in-class, complex CSM Operations function supporting aggressive revenue growth
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
Experience researching, developing and deploying sales tools, technologies, and automation solutions/strategies in the field
Experience developing and managing sales compensation plans and expertise in contract review and negotiations
Highly entrepreneurial and able to operate independently with minimum supervision
Heavily results-oriented; strong track record in meeting and exceeding revenue targets
Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work
Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in

Benefits

Experience in a subscription revenue environment
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets
The U.S. pay range for this position is $153,600 -- $319,600 annually
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans
Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP)
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey
If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll

Responsibilities

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
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
Capable of managing a centralized go-to-market operational team responsible for supporting $3B+ of revenues
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

Director Customer Strategy & Success Operations

Job Type