Global Head of Customer Success

Role Overview

The Global Head of Customer Success will lead the Enterprise Customer Success team, owning adoption, value realization, retention, and post-sale customer outcomes for large, complex customers. The role requires a proven leader with experience in SEO, AI visibility, brand visibility, content, competitive intelligence, data solutions, analytics, or broader marketing technology.

What You Will Do

The successful candidate will shorten time-to-value, drive deeper product adoption, improve retention and renewal readiness, elevate executive customer engagement, and build strong cross-functional operating discipline. They will own the customer journey from closed-won through value realization and renewal readiness, partnering closely with Enterprise Sales, Solutions Engineering, Product, Support, Professional Services, RevOps, and Adobe field teams.

Why It Might Be a Fit

The right person can lead front-line managers, raise the bar on CSM talent, work credibly with Enterprise Sales, challenge Product with customer insight, and engage senior customers with confidence. The role requires a strong enterprise customer fluency, deep product orientation, and commercial judgment with the ability to balance customer advocacy, retention, expansion partnership, and revenue accountability.

Requirements

• Proven leadership of Enterprise Customer Success teams in a SEO, AI visibility, brand visibility, content, competitive intelligence, data solutions, analytics, or broader marketing technology.
• Experience owning time-to-value, adoption, customer health, retention, and renewal readiness.
• Strong enterprise customer fluency: executive engagement, complex stakeholders, multi-product adoption, global accounts, and strategic business reviews.
• Deep product orientation, with comfort going below the surface into workflows, use cases, adoption barriers, and value realization.
• Strong commercial judgment, with the ability to balance customer advocacy, retention, expansion partnership, and revenue accountability.
• Operating discipline across scorecards, inspection cadence, customer health, renewal risk, and executive reporting.
• Experience leading managers and scaling a global or multi-region CS organization.
• Clear communication and executive presence, with the ability to simplify complexity across teams, customers, and regions.

Benefits

• Life insurance
• Low cost medical, dental, and vision plans
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Savings Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• Paid parental leave
• Relief Fund
• Travel coverage