Head of Customer Success: Enterprise SaaS
3 weeks ago
About the Role
We're seeking a seasoned Customer Success professional to lead our globally distributed customer success team at Adobe's Digital Learning BU.
This dynamic leader will own Customer Success activities, such as onboarding, services, adoption, advocacy, retention, and outcomes like renewals and up-sell.
Key Responsibilities
- Define and optimize the customer lifecycle, map the customer journey, and develop listening points in the journey.
- Develop repeatable and scalable processes to enable high-paced growth.
- Manage a team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores.
- Measure and report the effectiveness of Customer Success Managers, defining operational metrics for the team.
- Attract, hire, and retain a group of high-potential individual contributors into the team.
Requirements
- 15+ years of experience working in Customer-facing roles, with 5+ years leading teams in customer success.
- Strong understanding of SaaS and multi-tenancy fundamentals.
- Excellent executive communication, negotiation, and presentation skills.
- Ability to manage crisis and stay calm under pressure.
- Proven track record of scaling operations by introducing scalable processes, optimizations, and automation.
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