Head of Customer Success, UK & I

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!

UK&I is a vibrant marketplace for Adobe's offering in the Digital Experience space. To capture the significant growth opportunity ahead, Adobe Customer Success needs to lead the post-sales customer experience here at Adobe, driving adoption and value realisation for our customers. In order to advance these objectives, Adobe is looking for a strategic and experienced leader to lead the Customer Success teams in our North region, covering UK, Ireland, Middle East and Africa.

Our Customer Success Managers drive strong enterprise-level customer partnerships across the full range of Digital Experience Solutions for top enterprise customers, ensuring high levels of customer satisfaction, engagement and retention. Customer Success Managers (CSM's) are passionate about Adobe technology and understand its role and value to our customers' businesses. They are the customer's advocate within Adobe and exist to help our customers unlock the value of their Adobe investment.

• Strong and proven record of successfully leading customer relationships and technical projects
• Strong leadership capabilities at the group management level
• A people-first approach to management
• Exceptional customer relationship skills from previous employment
• Proven track record of partnering effectively with enterprise sales leaders
• An innate drive for customer success and a strong commercial awareness
• Strong experience with SaaS Solutions
• Self-motivated, great teammate, accountable, and passionate about exceeding customer expectations
• Understanding of enterprise workflows, terminology, concepts and strategies
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Proven track record of leading through change and in high pressure situations
• Lead and participate in the creation of strategies that drive product adoption, value realisation and delight our customers throughout the duration of the customer lifecycle
• Customer relationship and executive stakeholder management (to C-level)
• Frequent interaction with clients, including Directors, VPs, and C-level executives of fortune 500 companies
• Drive focus on product adoption and usage
• Represent the experience of the customer within Adobe
• Drive a positive experience for our customers during issue resolution.
• Cultivate future projects and qualify new opportunities
• Lead a team of highly motivated and exceptional CSM managers and CSMs (4 managers on direct report)
• Share results & key focus areas with cross-functional leaders
• Drive ongoing cadence with the team to report on critical metrics, and new initiatives