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The Opportunity We are hiring a Customer Success Operating Model Lead to join the Customer Value Office (CVO)-the team responsible for defining how Adobe delivers and measures customer value across the post-sales lifecycle.This role will own the Expectations & Strategy layer of the Customer Success operating model, defining the system that aligns roles, workflows, governance, and value measurement into a consistent, scalable model globally.You will partner closely with leaders across Customer Success, Value Advisory, and Value Programs to ensure that: * Customer Success execution is clear, consistent, and measurable * Value realization is systematically defined and tracked * Offerings and playbooks are aligned to a unified operating model This is a highly strategic individual contributor role focused on system design, cross-functional alignment, and global standardization. What You'll Do Define & Evolve the Customer Success Operating Model (Expectations & Strategy) * Define and govern Adobe's end-to-end Customer Success operating model-including lifecycle stages, role expectations, and engagement frameworks * Establish clear accountability and decision rights across Customer Success roles (CSM, TAM, TAD, Value Advisors, etc.) * Design a cohesive system of workflows, governance, and customer engagement models that operate consistently across regions Establish Portfolio of Global Execution Standards * Define and standardize a portfolio core value products & offerings (e.g., success planning, SBRs, value reviews, technical engagements) * Ensure alignment of artifacts, processes, and role responsibilities across the Customer Value Lifecycle * Partner with regional and segment leaders to drive consistency and clarity in execution globally Connect Strategy to Execution (Programs & Offerings) * Partner with Value Product Leads to translate operating model standards into repeatable programs, playbooks, and Bill of Material (BOM) components * Ensure that Customer Success offerings are aligned to customer lifecycle stages, value products & offerings, and value outcomes * Provide guidance to tooling, reporting, and data requirements teams to enable scalable execution Drive Cross-Functional Alignment & Adoption * Partner across Customer Success, Sales, Product, and Operations to align on customer lifecycle strategy and execution * Influence without authority to ensure adoption of operating model standards across global teams * Establish feedback loops from Value Advisory and field teams to continuously refine and improve the model What You Need to Succeed * 6-10+ years of experience in Customer Success, Strategy, Operations, Value Engineering, or Management Consulting * Experience designing or evolving operating models, business processes, or customer lifecycle frameworks * Strong systems thinking-ability to connect strategy, roles, workflows, and outcomes into a cohesive model * Experience defining or working with value measurement frameworks (ROI, KPIs, benchmarking) * Proven ability to work cross-functionally and influence senior stakeholders without direct authority * Excellent communication skills with the ability to translate complex concepts into clear, actionable frameworks Preferred Qualifications * Experience in enterprise SaaS or digital experience platforms * Background in consulting or strategy roles, MBA preferred * Experience building global frameworks across regions and teams * Familiarity with Customer Success tooling, reporting systems, and data models How This Role Delivers Impact A well-designed operating model is the backbone of how an organization delivers value. In this role, you will help Adobe Customer Success achieve: * Clarity - Clear roles, expectations, and accountability * Speed - Streamlined, standardized workflows and execution * Scalability - Repeatable program