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.

Requirements

• 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.
• 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.

Preferred

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