Principal Product Marketing Manager, Customer Engagement

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 Adobes Enterprise solutions. Your deep expertise in building and scalingcustomerproductusagein partnership with marketing and customer success organizations implementing customeradoptionframeworks and designingcustomer &marketing programs that drive product adoptioncombined with a track record of leading large-scale high-impact engagement initiativeswill 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 theheadofEnterprise GTM this role willleadthe development and execution of Enterprise customer engagement strategies across Adobes growing Enterprise portfolio. You willemploycustomer health metrics and cross-functional partnerships to shape strategic priorities inform executive decision-making and operationalize engagement programs at scale.

Success in this role requiresoperatingeffectively 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.

Key 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 leadenterprise 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 productadoption including onboarding campaignsadoption featureinitiativescommunity events and re-engagement programs.

• Lead the implementation of productinsightinstrumentation 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 andmaintaindeepunderstanding of customeradoptionpatterns and behavioral segments providing insights to Product and Product Marketing teams that result in improved engagement and monetization strategies.

• Identifyand 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.

Qualifications / Experience

• BS/BA preferred OR 12 years of experience in customer engagement customer success or product marketing leadership OR equivalent practical experience. MBA or equivalent experience preferred.

• Proventrack recordof building scaling and leading CSM organizations in Enterprise SaaS environments withdemonstratedimpact on retention adoption and expansion metrics.

• Deep experience designing and implementingapplication features to drivecustomeradoptionand 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 productinsightinstrumentation 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 complexadoptiondata and customer health metrics into actionable engagement strategies that optimize customer experience and unlock growth.

• Demonstrated leadership success in dynamic environments rapidlyanticipatingand 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 andadvocatea 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.

• Experience with Generative AI driven engagement models and tools is a plus.