Principal Product Manager, Adobe Support & Services

Adobe • Lehi, UT

18h

About The Position

Are you skilled at solving complex problems and transforming customer needs into scalable service offerings? Become a Principal Product Manager for the Adobe Support & Services Portfolio, which enables enterprises to achieve greater value, stability, and performance from their Adobe solutions. You will own the evolution of Adobe Support & Services by translating customer insights, market trends, and internal expertise into high-impact service features, value packages, and go-to-market enablers. You will collaborate with cross-functional teams across consulting, customer success, marketing, operations, and product to define the roadmap, improve delivery quality, and drive adoption and renewals. Looking for a candidate with product management and service design skills to improve Adobe customers' success experiences.

Requirements

• Experience: 6+ years of product management, service design, or go-to-market experience in enterprise software, consulting, or customer success. Experience with subscription-based services or customer lifecycle programs is highly preferred.
• Customer-Centric Approach: Strong empathy for customer needs with a proven ability to translate those into scalable, repeatable services. Familiarity with success models, enterprise services, and digital transformation journeys.
• Strategic and Analytical Thinking: Ability to synthesize insights from customer conversations, operational data, and business metrics to craft the product roadmap. Comfort with ambiguity and a drive to simplify complexity.
• Execution and Collaboration: Demonstrated capability to lead cross-functional projects with clarity and purpose. Strong ability to collaborate effectively with technical, field, and executive collaborators. Capacity to excel in a fast-paced, matrixed setting.
• Excellent Communication: Able to clearly articulate value, rally teams around a shared vision, and present to both internal and external audiences with executive polish.

Responsibilities

• Service Strategy and Design: Define and evolve the value proposition of Adobe Support & Services across segments and industries. Translate customer goals into structured offerings, content, and processes that scale across accounts while delivering personalized outcomes.
• Cross-functional Enablement: Partner with Professional Services, Customer Engineering, Support, and Sales to define key capabilities and assets—including customer journeys, outcome frameworks, packaged accelerators, and digital touchpoints. Ensure field teams are enabled to position and deliver the offering effectively.
• Customer and Market Insights: Leverage data, customer feedback, and field insights to identify gaps and new opportunities. Refine the offering over time based on impact, adoption, happiness, and business performance.
• Portfolio and Roadmap Management: Own Support & Services roadmaps – prioritizing development of service elements, internal tooling, and go-to-market assets. Balance customer experience improvements with business scalability, technical feasibility, and operational efficiency.
• Service Delivery Optimization: Collaborate with operations and tooling teams to enhance delivery consistency, streamline internal workflows, and promote operational excellence across thousands of accounts. Develop critical metrics and dashboards to measure success and pinpoint areas of friction.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed