Principal Product Marketing Manager, Retention

Adobe•San Jose, CA

About The Position

The Acrobat Product Marketing team is seeking a Principal Product Marketing Manager to drive customer retention for Acrobat’s paid user base, with a focus on reducing churn and protecting long-term customer value. This role plays a key part in bringing the retention strategy to life by defining how we keep customers in the Acrobat ecosystem and proactively addressing churn risk through user-facing interventions. Partnering closely with a wide variety of cross-functional teams, this individual will influence how we retain and engage customers beyond initial purchase. The role is responsible for ensuring we consistently reinforce the value of an Acrobat subscription, identifying key moments of disengagement or cancel intent, and translating insights into actionable customer programs that re-engage users before churn occurs.

Requirements

10+ years of experience in engagement & retention, lifecycle marketing, product marketing, or growth roles in SaaS or digital products
Proven track record of driving user-facing improvements in retention, engagement, and customer lifetime value
Ability to collaborate with analytics teams on initiatives such as cohort analysis, behavioral segmentation and experimentation frameworks
Experience working cross-functionally with diverse groups of teams including Product, Design, Lifecycle Marketing, Growth, Analytics, Data Science, Research, Go-To-Market, Finance and Payments teams
Ability to transform insights into clear strategy, roadmaps and execution plans
Strong communication and partner management skills; ability to influence and drive execution without direct authority
Ability to operate in a fast-paced, ambiguous environment and drive alignment

Responsibilities

Define and evolve the end-to-end retention playbook for paid Acrobat users, identifying the highest-impact opportunities to improve long-term value
Identify key moments where users show signals of potential churn, and define how to proactively intervene before cancellation
Orchestrate customer touchpoints across product, account, lifecycle surfaces and more, to deliver cohesive retention experiences, in partnership with cross- functional teams
Develop strategies to reduce churn and contraction across plans, with a focus on keeping users within the Acrobat ecosystem
Define how Acrobat reinforces its value over time, including connecting high-impact features to meaningful engagement moments
Own retention messaging and positioning, developing clear narratives that reinforce why Acrobat is worth paying for over time, tailored to key segments, use cases, and moments of engagement or churn risk
Identify and document the primary use cases that drive sustained engagement, and ensure those use cases are consistently surfaced across product, lifecycle, and account experiences
Partner with Analytics and Data Science to understand drivers of churn, leverage propensity models, define “next best actions” and develop interventions that employ these insights
Act as a strategic advisor on retention experimentation, providing frameworks and marketing recommendations for in-product, account, and cancel/save testing to drive how Acrobat delivers sustained value beyond initial use cases
Convert insights into clear, actionable initiatives and roadmaps that enable cross-functional teams to complete tasks related to retention goals
Serve as the voice of Acrobat customer, aligning collaborators and ensuring retention priorities are reflected across product and growth initiatives