Director, Customer Success - Content and Commerce

Director, Customer Success - Content and Commerce

Director, Customer Success - Content and Commerce

Job Overview

San Francisco, California
Job Type
Full Time Job
Job ID
Date Posted
8 months ago
Zara Davies
Job Views

Job Description

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

Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.

Our Digital Experience division is a high growth area for Adobe, and we are looking for a Director of Customer Success to lead our Content and Commerce team. The primary focus of this role is to cultivate the Customer Success practice around Adobe’s Content and Commerce solutions. The members of the practice work with our customers to build strong partnerships, drive adoption of our solutions, and ultimately ensure our customers realize value from their investment in their Content and Commerce solutions.

We are looking for a strategic leader to inspire a senior Customer Success team working our customers using Adobe’s Experience Cloud. The goal is not just retention and growth—it's about thinking like the customer—understanding their goals and consistently delivering value. We are seeking a problem solver and organization developer —someone creative enough to design compelling programs that will scale, with management and organization change skills to put those programs into effect, and with business and operational savvy to bring together and report on efficiency. You will have individuals on your team with responsibility for outcome driven engagements determined by customer needs, helping us achieve our Customer Success mission of accelerating value for our customers

Do you have the experience, drive, and passion to make customers successful at Adobe?

What You’ll Do

  • Develop the Customer Success strategy for our Content and Commerce Customer Success practice across the Americas region

  • Manage a team of 30-40 advisors passionate about helping customers get the most from their investments in Adobe technology. Ensure their teams deliver efficiently via strong operational focus, capability development, and alignment with key partners in sales, product, and consulting teams

  • Responsible for the development of engagement models, methodologies, and offerings that ensure the adoption of Adobe Digital Experience products at our customers

  • Develop thoughtful and strategic offerings which engage customers at key points in the Customer life cycle that drives product adoption and value realization

  • Attract, recruit, inspire and retain the best talent

  • Develop relationships and have frequent interaction with customers, including VPs, and C-level executives of Fortune 500 companies

What You Need to Succeed

  • 8+ years of Director or above level experience in growing Software or SaaS organization scaling for Enterprise customers

  • Demonstrates solid understanding of Commerce and Web Content Management (WCM) solutions and specialization in content velocity, digital commerce, and personalization

  • Strong track record of leading customer relationships centered around digital transformation through strong partnerships

  • Be an inspiring leader and shown success in large-scale transformations. Strong change agent

  • Self-motivated, accountable, and passionate about exceeding customer expectations

  • Exceptional organizational, presentation, and communication skills both verbal and written in English

  • Ability to convey sophisticated ideas and influence customers and colleagues at an executive level

  • Collaborate with other senior leaders to achieve shared business outcomes

  • Technical expertise to constructively engage with product leadership to help shape the product roadmap

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

Pursuant to the Colorado Fair Pay Act, below is a summary of compensation elements for this role at the company if based in Colorado.

Colorado Starting Salary: $175,300 - $227,700

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.

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