Director, Customer Value

The Challenge

We are seeking a Director of Customer Value to act as a strategic partner to senior leadership within Adobe s most important customers across the Middle East. The role drives measurable business outcomes from Adobe investments, with an emphasis on complex, customer facing enterprises where digital experience, loyalty and personalized engagement are central to growth.

Positioned at the intersection of sales, customer success and delivery, the Customer Value Director takes a long term, outcome led view of the customer journey. The director orchestrates cross functional alignment, establishes value governance, accelerates adoption and communicates business impact. The role is accountable for the value framework and executive narrative, rather than day to day project delivery or commercial ownership.

What you will do:

Strategic alignment

• Partner with customer executives to understand enterprise priorities, transformation ambitions, business challenges and investment criteria, including the ambitions of major Middle East organizations to scale digital services and customer experiences; define a shared vision for the outcomes Adobe can enable.
• Translate priorities into a joint value roadmap linking prioritized use cases, Adobe capabilities, business owners, dependencies, milestones and measurable success indicators. Tailor value hypotheses to customer economics, such as customer acquisition, loyalty, conversion, digital channel adoption, ancillary revenue and service experience.
• Work with the Adobe ecosystem to align engagement plans with strategic account priorities.

Outcome orchestration

• Bring together Adobe Sales, Customer Success, Professional Services, Product, technical specialists and partners around agreed value milestones and decision points.
• Proactively identify risks, misalignment, and barriers to value realization. Coordinate executive escalations when required, ensuring clear ownership, timely engagement from relevant stakeholders, and alignment on resolution plans that protect customer outcomes.
• Guide customers through business change considerations, operating model alignment and adoption priorities needed to realize value.

Value governance and realization

• Define value hypotheses, baseline measures, target KPIs and an evidence based approach to tracking business impact.
• Establish executive governance and business review cadences to validate progress, test assumptions, address gaps and evolve the value roadmap.
• Build compelling executive value narratives, scorecards and customer success stories that distinguish realized benefits from forecast or potential benefits.

Executive partnership

• Build trusted relationships with senior business and technology stakeholders including CEOs, CMOs, CDOs, CIOs, CFOs and relevant business unit leaders, navigating complex stakeholder structures and executive sponsorship models common in major regional enterprises.

• Lead strategic workshops, business reviews and executive conversations that connect customer priorities, industry dynamics and Adobe enabled outcomes; constructively challenge assumptions where appropriate. Adapt engagement to the diverse markets, languages, customer expectations and digital maturity levels across the Middle East.

• Advocate for the customer internally and position Adobe as a long term strategic transformation partner.

• Drive customer advocacy by identifying opportunities to showcase successful transformation outcomes through executive testimonials, customer success stories, industry events, speaking engagements and strategic forums.

• What you ll need to succeed

• Extensive experience in customer success leadership, strategic customer engagement, digital transformation or comparable senior customer facing roles within enterprise SaaS and cloud technology organizations, with a proven ability to drive measurable business outcomes.

• Strong executive presence and demonstrated experience engaging, influencing and building trusted relationships with C-suite executives and senior business leaders, including the ability to navigate high pressure situations, manage sensitive executive escalations and lead challenging conversations with confidence.

• Proven ability to operate at both strategic and operational levels, translating executive priorities into actionable plans while orchestrating internal teams, partners and stakeholders to drive alignment, resolve challenges and accelerate customer outcomes.

• Strong commercial and business acumen, with the ability to understand customer business models, identify value opportunities and articulate how technology investments contribute to strategic priorities, operational improvements and measurable business impact.

• Solid understanding of enterprise SaaS and cloud technologies, digital transformation and customer experience strategies. Experience with marketing technology (MarTech) platforms and ecosystems, particularly in areas such as customer data, personalization and digital marketing, would be a strong advantage.

• Demonstrated experience managing complex enterprise customer relationships, ideally within large, matrixed organizations and across multiple business and technology stakeholders.

• Excellent communication, storytelling and presentation skills, with the ability to develop compelling executive briefings, strategic value roadmaps, business reviews, customer success stories and narratives that communicate business impact to senior audiences.

• Strong collaboration and orchestration skills, with experience working across Sales, Customer Success, Professional Services, Product, Engineering and partner ecosystems to align priorities, influence decisions and deliver customer outcomes without direct authority.

• An understanding of the Middle East business environment, including the dynamics of large regional enterprises, complex stakeholder structures and varying levels of digital maturity. Experience across customer centric industries such as travel and hospitality, retail etc. would be advantageous.

• Extensive experience in customer success leadership, strategic customer engagement, digital transformation or comparable senior customer facing roles within enterprise SaaS and cloud technology organizations, with a proven ability to drive measurable business outcomes.

• Strong executive presence and demonstrated experience engaging, influencing and building trusted relationships with C-suite executives and senior business leaders, including the ability to navigate high pressure situations, manage sensitive executive escalations and lead challenging conversations with confidence.

• Proven ability to operate at both strategic and operational levels, translating executive priorities into actionable plans while orchestrating internal teams, partners and stakeholders to drive alignment, resolve challenges and accelerate customer outcomes.

• Strong commercial and business acumen, with the ability to understand customer business models, identify value opportunities and articulate how technology investments contribute to strategic priorities, operational improvements and measurable business impact.

• Solid understanding of enterprise SaaS and cloud technologies, digital transformation and customer experience strategies. Experience with marketing technology (MarTech) platforms and ecosystems, particularly in areas such as customer data, personalization and digital marketing, would be a strong advantage.

• Demonstrated experience managing complex enterprise customer relationships, ideally within large, matrixed organizations and across multiple business and technology stakeholders.

• Excellent communication, storytelling and presentation skills, with the ability to develop compelling executive briefings, strategic value roadmaps, business reviews, customer success stories and narratives that communicate business impact to senior audiences.

• Strong collaboration and orchestration skills, with experience working across Sales, Customer Success, Professional Services, Product, Engineering and partner ecosystems to align priorities, influence decisions and deliver customer outcomes without direct authority.

• An understanding of the Middle East business environment, including the dynamics of large regional enterprises, complex stakeholder structures and varying levels of digital maturity. Experience across customer centric industries such as travel and hospitality, retail etc. would be advantageous.