Senior Product Manager, User Engagement & Adoption

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!

Role

The Product Manager, User Engagement & Adoption will join our Experience Cloud product organization to help manage a program that nurtures Adobe customers in a scaled way. You will be part of a team that defines and drives technology and best practices for a digital-first user engagement program to ensure outstanding customer experiences and satisfaction. You will partner closely with other Experience Cloud product and marketing teams to enable measurable, impactful, cohesive experiences for our customer base via in-product, email, & other channels. In this role you will be an integral part of defining and transforming the way we engage with our key end-user personas to improve engagement, drive adoption & value, and unlock product-led growth opportunities. This role will require creativity, strategic thinking, collaboration, and a data-informed aim to get things done.

What you'll do

• Set user engagement strategy and establish a program roadmap
• Define and leverage product usage and user behavior data to drive personalized, outcome-based multi-channel engagements
• Gain a deep understanding of our customers and the needs of end users using research, interviews and data analysis to improve customer experience
• Collaborate and align cross-functionally to develop, evangelize, and drive adoption of innovative and creative best practices for engaging with our end users to help them achieve their expected business outcomes
• Help Experience Cloud product teams achieve short-term quick wins leveraging user engagement tools
• Inform product roadmap for end-user digital engagement platform (measurement, guidance, journey management, personalization)
• Identify key moments for end users to inform journey best practices for multi-channel engagements along the customer lifecycle
• Document best practice strategies and program successes
• Measure and report on program performance and business impact

What you'll need

• 5+ years of experience in designing and implementing end-user engagement programs in B2B SaaS companies
• 5+ years of experience in customer experience, customer success, or product management.
• Expertise identifying trends through data analysis - either directly or in partnership with data analysts - and turning insights into actionable outcomes
• Excellent communication skills (verbal and written) with the ability to communicate at all levels, escalate product & project issues, and mitigate risks
• Expertise working with user adoption platforms like Pendo, Gainsight PX, WalkMe or others
• Proven record of designing impactful and compelling omni-channel customer experiences