As the leader of the Retention team for Adobe.com, you will be responsible for optimizing a multi-billion-dollar book of business for a global SaaS company. This is a global role that spans multiple customer segments, businesses and products, including Photoshop, Illustrator and Acrobat.
As we build out this critical function at Adobe, we are looking for someone who can quickly bridge from strategy to execution. Your experience in strategy or consulting will help get the organization pointed in the right direction. You have extensive experience developing analytical frameworks, building business cases, and articulating clear, succinct plans. You have exceptional analytical skills and know how to ask the right questions and get to actionable insights. You are comfortable presenting to executive leadership teams.
Most importantly, you are a great leader. In addition to managing a team of direct reports, you will lead across a global organization. You are great at telling stories and convincing people of the importance of a business case. You’re also great at building relationships and know how to get things done in a large, global organization.
This is a new muscle for Adobe, so you’ll have to be comfortable with change and finding creative ways to make things work along the way.
Key Responsibilities
Develop a data-driven process to prioritize, drive and track initiatives across Adobe’s Digital Media business and own the optimization of a multi-billion-dollar renewals book of business
Present compelling business case and provide regular updates on progress to senior leadership
Build a team of leaders that can drive change across a highly-matrixed organization
Lead a team of experts across marketing, product, ecommerce, customer support, data and analytics functions to drive initiatives that lead to customer success and ARR growth
Prioritize initiatives, ensuring the team is focused on the activities that will generate the highest value to Adobe
Break down barriers through exceptional relationship-building to ensure that progress is being made and objectives are met
Partner with global teams to ensure best practices are shared and initiatives are rolled out globally where applicable
Develop programs in partnership with the data science team, based on customer segment and churn score, that will optimize ARR
Work with product teams to develop requirements for new product initiatives based on a deep understanding of our customers and the customer experience
Instill a process of testing and optimization across the team
Build a rigorous process for optimizing the customer support model across web, phones and chat
Develop a deep understanding of the levers that drive the business - leverage knowledge of the seasonal impact of cancellations in order to forecast accurately
Put plans in place to ensure quarterly targets are met based on analysis of the key metrics that drive engagement and retention
Qualifications/Experience
BS/BA with 10+ years software, high tech or management consulting experience, MBA preferred
Proven success at developing a strategy and building or launching a new initiative from the ground up at a large, global scale
Startup experience is a plus
Excellent communication skills with experience presenting to executive leadership
Success in driving customer success or retention initiatives at a subscription or SaaS business
Understanding of online business models and how to test and optimize the customer experience to deliver results
Demonstrated excellence in conceptual thinking and analytical problem-solving
Ability to rapidly assess a problem, define options, evaluate and execute to address critical business issues
The desire and ability to take a stand and advocate a course of action, presenting supporting facts and data to back up your position
Extraordinary communication skills, both verbal and written, at all levels
A solid sense of self, balanced with the drive to put team first
Global cultural awareness and experience with global teams
Great sense of humor
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