Product Success Jobs (NOW HIRING)

About the Role

The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking an innovative Director of Software Engineering & Applied AI to lead the development of AI agents, tooling, and automation to help customers directly support, operate, and scale their end-to-end AEP and Apps implementation. Our team seeks to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio. Your work will help fundamentally transform how we serve, support, and accelerate time-to-value for our customers by empowering them directly with engineering best practices.
As the engineering leader, you will be responsible for the design and development of Agentic-first solutions that span across core customer success domains:

• Troubleshooting & Support- Solve AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities

• Run & Operate- Proactively monitor, remediate, and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows, performance optimization agents, and predictive scaling mechanisms that maintain AEP customer-specific implementation reliability

• Adoption & Value- Advise, accelerate, and grow AEP customer adoption and value realization through customer journey intelligence systems, use case & feature adoption recommendations, and usage pattern analysis tools
  

In this role, you will collaborate with other members of our multidisciplinary team, including solution architects and data scientists, to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes.

Key Responsibilities

Strategic Leadership & Vision

• Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes

• Lead the design and development of agentic AI systems that autonomously diagnose, prevent, and resolve customer issues while accelerating adoption and value realization
  

Team Management & Organizational Development

• Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence

• Collaborate effectively across multiple vertically aligned engineering teams, product management, UX design, and field organizations to ensure seamless integration of customer success solutions into AEP
  

Product & Technical Execution

• Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations

• Drive the implementation of customer-facing analytics, predictive insights, and recommendation engines embedded directly into AEP's user experience to enable self-service optimization
  

Customer Success Engineering Innovation

• Champion the development of scalable automation solutions targeting 85%+ first contact resolution rates, 99.9%+ platform uptime, and measurable customer health score improvements

• Establish engineering best practices for AI model deployment, system reliability, and operational excellence while ensuring compliance with security, privacy, and regulatory standards
  

Cross-Functional Partnership & Influence

• Serve as the technical voice of customer success engineering in executive forums, translating complex technical concepts into business impact and strategic initiatives

• Partner closely with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions

Required Qualifications

Educational Foundation & Core Experience

• Bachelor's degree in Computer Science, Engineering, or related technical field, with 10+ years of software engineering experience, including 5+ years in engineering leadership roles managing teams of 10+ engineers

• Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on experience deploying production AI systems, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures
  

Technical Leadership & Architecture

• Proven track record of architecting and delivering large-scale, cloud-native platforms and distributed systems, with expertise in microservices, API design, and enterprise integration patterns

• Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture, with experience building real-time decision engines and predictive modeling systems

• Product and growth mindset, with a strong ability to translate customer challenges into scalable, automated solutions that drive adoption and business impact
  

Customer Success & B2B SaaS Expertise

• Deep understanding of B2B SaaS customer success methodologies, including customer health scoring, churn prediction, adoption analytics, and expansion revenue optimization

• Experience leading customer-facing engineering teams or technical account management organizations, with demonstrated ability to translate customer feedback into product improvements
  

Leadership & Communication

• Exceptional communication skills with the ability to influence senior stakeholders, present to executive leadership, and drive alignment across diverse technical and business teams

• Proven ability to hire, develop, and retain top engineering talent while fostering inclusive, high-performance team cultures focused on customer outcomes

Preferred Qualifications

• Experience embedding self-service BI, AI-powered recommendations, and workflow automation into enterprise SaaS products

• Knowledge of customer engagement strategies, marketing automation, and digital adoption platforms

• Expertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plus

Why Join Us?

• Lead the development of cutting-edge AI-powered success enablement solutions that transform how businesses adopt and realize value from AEP

• Acquire a unique customer-oriented 'end-to-end' horizontal perspective working across and within the entire AEP + Apps portfolio

• Enable both internal Adobe teams and external customers to deploy high-impact AEP use cases with speed, efficiency, and measurable results

• Collaborate with industry experts in MarTech, AI-driven personalization, and digital experience analytics

• Competitive compensation, stock options, and a culture of innovation and inclusion