Principal Product Marketing Manager, Customer Engagement

Adobe • San Jose, CA

11h • $145,400 - $261,150

About The Position

As a key member of the Creativity & Productivity Enterprise Product Marketing team, you will lead the customer engagement strategy and execution that drives adoption, retention, and expansion across Adobe’s Enterprise solutions. Your deep expertise in building and scaling customer product usage in partnership with marketing and customer success organizations, implementing customer adoption frameworks, and designing customer & marketing programs that drive product adoption—combined with a track record of leading large-scale, high-impact engagement initiatives—will enable you to deliver meaningful outcomes across the customer lifecycle. In this role, you will partner closely with Product Marketing, Sales, Customer Success, Product, Engineering, and Operations to lead complex cross-functional programs that deepen customer engagement, accelerate product usage, and strengthen long-term retention and growth. You will also drive the implementation of product usage instrumentation to unlock data-driven insights that inform engagement strategies. Reporting to the head of Enterprise GTM, this role will lead the development and execution of Enterprise customer engagement strategies across Adobe’s growing Enterprise portfolio. You will employ customer health metrics, and cross-functional partnerships to shape strategic priorities, inform executive decision-making, and operationalize engagement programs at scale. Success in this role requires operating effectively in a large, complex data environment and synthesizing sophisticated product analytics, customer health data, and behavioral insights into clear recommendations, scalable programs, and measurable outcomes. We are especially looking for a leader with proven experience driving product adoption at scale, who can bring structured problem-solving, executive-level storytelling, and a data-driven attitude into our customer engagement strategy.

Requirements

• BS/BA preferred OR 12+ years of experience in customer engagement, customer success, or product marketing leadership OR equivalent practical experience.
• Proven track record of building, scaling, and leading CSM organizations in Enterprise SaaS environments, with demonstrated impact on retention, adoption, and expansion metrics.
• Deep experience designing and implementing application features to drive customer adoption and analytics frameworks that drive data-informed engagement strategies.
• Demonstrated success creating and driving marketing programs that measurably increase product adoption and usage.
• Hands-on experience driving product insight instrumentation initiatives in partnership with Product and Engineering teams.
• Customer-first orientation, with deep global experience working across various customer segments and lifecycle stages.
• Proven ability to translate complex adoption data and customer health metrics into actionable engagement strategies that optimize customer experience and unlock growth.
• Demonstrated leadership success in dynamic environments, rapidly anticipating and adapting to shifting priorities.
• Strong experience leading direct and cross-functional multidisciplinary teams to launch high-impact customer engagement initiatives.
• Ability to rapidly assess a problem, define options and evaluate to address critical business issues.
• Demonstrated excellence in conceptual thinking and analytical problem-solving.
• 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.

Nice To Haves

• MBA or equivalent experience preferred.
• Experience with Generative AI driven engagement models and tools is a plus.

Responsibilities

• Own the Enterprise customer engagement strategy across the creative professional, business professional, and workflow and automation product groups. Ensure engagement programs are complementary and drive long-term customer value, adoption, and retention.
• Build, scale, and lead enterprise product adoption procedures and frameworks that drive proactive customer engagement, health monitoring, and expansion across the Enterprise customer base.
• Create and implement marketing programs specifically designed to drive product adoption, including onboarding campaigns, adoption feature initiatives, community events, and re-engagement programs.
• Lead the implementation of product insight instrumentation in partnership with Product and Engineering teams, ensuring the right telemetry is in place to track customer engagement, identify at-risk accounts, and surface expansion opportunities.
• Partner with cross-matrix teams including Product Marketing, Sales, Customer Success, Product, Engineering, and Operations to develop and implement engagement strategies that accelerate time-to-value for customers.
• Develop and maintain deep understanding of customer adoption patterns and behavioral segments, providing insights to Product and Product Marketing teams that result in improved engagement and monetization strategies.
• Identify and prioritize engagement opportunities (e.g., low-adoption segments, underutilized features, expansion-ready accounts) and develop programs to deliver against these opportunities.
• Preempt and problem-solve operational issues related to customer engagement; lead and integrate cross-functional efforts to remove barriers to adoption.

Benefits

• At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
• 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.
• Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees