Attrition Program Manager

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Join the dynamic team driving the Attrition Mitigation Program (AMP), a strategic initiative focused on retaining accounts at risk and ensuring customer success. As the AMP Services Engagement Lead, you will play a pivotal role in shaping the program’s strategy, driving cross‑functional alignment, and delivering measurable outcomes to enhance customer value realization, retention and satisfaction. This senior‑level role requires a strategic thinker with strong leadership capabilities, operational expertise, and a customer‑centric mindset to lead high‑impact initiatives and influence organizational change.

• Define and evolve program strategy:
  Leverage insights from engagements to refine the AMP strategy, ensuring alignment with Adobe’s broader customer success and retention goals.
• Drive executive alignment:
  Partner with senior leadership to secure buy‑in for program initiatives, investment decisions, and strategic priorities.
• Influence organizational change:
  Act as a thought leader in customer retention strategies, driving innovation and best practices across teams.

• Validate account risk criteria:
  Assess and refine risk frameworks to ensure accurate identification of at‑risk accounts and prioritize high‑impact opportunities.
• Optimize workflows:
  Develop scalable processes for nomination validation, prioritization, and engagement lifecycle management to maximize efficiency and impact.
• Oversee delivery:
  Manage cross‑functional teams, including account teams, delivery teams, and external partners, ensuring seamless execution of engagement strategies and deliverables.

• Lead customer discovery:
  Conduct in‑depth discovery sessions to identify root causes of attrition risk and develop tailored action plans.
• Facilitate strategic planning:
  Collaborate with customers to define success metrics, align on objectives, and ensure measurable value realization.
• Drive adoption and satisfaction:
  Implement enablement strategies and post‑engagement surveys to ensure customer satisfaction and continuous improvement.

• Measure program impact:
  Develop and maintain dashboards to track program performance, consultant utilization, and customer outcomes.
• Leverage analytics:
  Use data insights to inform program evolution, identify trends, and recommend improvements to enhance efficiency and effectiveness.

• Validate Nomination Criteria: Confirm account risk factors to ensure accurate identification and program inclusion.
• Prioritize Requests: Manage retention nominations by balancing urgency, impact, and resource availability.
• Align Account Teams: Partner with account and delivery teams for unified strategies and clear communication.
• Lead Customer Discovery: Conduct sessions to uncover root causes of attrition risk and validate scope of actions.
• Facilitate Investment Approvals: Document and secure leadership approval for investments aligned with program goals.
• Oversee Delivery & Contracts: Manage delivery team involvement, assignments, and ensure compliance with program standards.
• Monitor Partner Resources: Track partner alignment, accountability, and deliverables with support from delivery PM.
• Coordinate Close‑Out: Confirm scope completion, deliver agreed outcomes, and set follow‑up checkpoints for account teams.
• Analyze Surveys & Impact: Ensure post‑engagement surveys are submitted, analyze insights, and report program impact.
• Capture Leads: Record…