Senior Manager - SMB Retention

    • San Francisco, CA

As the Senior Retention Manager for Small & Medium businesses, you will be responsible for building the strategy and driving key initiatives to optimize a multi-billion-dollar 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 a self-starter who is ready to take on a new and growing challenge. Your critical thinking and analytical skills will help find opportunities for retention improvement, BoB growth, and it doesn't stop there. As a natural leader, you will collaborate with product, analytics and marketing teams to deliver on retention and engagement opportunities and get stuff done. Your drive for results will ensure we beat quarterly targets and grow the business.

Key Responsibilities

  • Partner with senior leadership to develop a strategic framework as well as build an operating model to deliver against key critical metrics
  • Monitor business performance by analyzing data using Excel, SQL, Tableau and PowerBI deliver on quarterly retention targets
  • Identify pre-emptive and reactive retention opportunities across customer journey and define tactics to improve short-term and long-term renewal rate
  • Launch cross-surface tests across web, support, CSM's, resellers, etc. to improve customer retention and also lead the test analysis
  • Collaborate with partners, resellers and field sales team to track big deals up for renewal and develop renewals improvement strategy
  • Develop global save offer strategy across different customer segments, use cases, geographies and route to market
  • Lead a team of experts across marketing, product, ecommerce, and analytics functions to drive initiatives that lead to retention improvement
  • Partner with global teams to ensure best practices are shared and initiatives are rolled out globally where applicable
  • Collaborate with engineering to develop requirements for new product, feature and experiences based on deep understanding of our customers behavior and expectations


Qualifications/Experience

  • BS/BA with 8+ years software, high tech or management consulting experience, MBA preferred
  • Understanding of online business models and how to test and optimize the customer experience to deliver results
  • Validated experience in retention best practices like saves, win-back, LTV, testing, channel renewals and analytics
  • Advanced skills in Excel, Tableau (advanced skills in SQL is a plus)
  • Proven excellence in conceptual thinking and analytical problem-solving
  • The desire and ability to take a stand and advocate a course of action, communicating supporting facts and data to back up your position
  • Outstanding communication skills, both verbal and written, at all levels
  • Global cultural awareness and experience with global teams
  • Excellent sense of humor


At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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