At a Glance
- Tasks: Lead complex enterprise renewals and protect Adobe's largest contracts.
- Company: Join Adobe's innovative Retention Center of Excellence.
- Benefits: Competitive salary, diverse work culture, and growth opportunities.
- Other info: Dynamic role with a focus on collaboration and strategic thinking.
- Why this job: Make a significant impact on high-value renewals and customer relationships.
- Qualifications: 10+ years in SaaS sales or negotiations, fluent in English and German.
The predicted salary is between 80000 - 100000 £ per year.
A dollar of renewal saved is a dollar of growth. Adobe’s Retention Center of Excellence (COE) is investing in seasoned renewal leaders to consult with account teams and protect our largest enterprise contracts. The Enterprise Retention Consultant protects and grows Adobe’s enterprise customer base by leading the most complex, high-risk, and high-value renewals across our largest strategic accounts.
Role Overview
The Enterprise Retention Consultant is a senior consultative role mapped to ~2 Industries (NA) or Geographies (EMEA), partnering closely with the Industry/Region GM. The role will be assigned a list of renewals with $500K+ net attrition risk and will diagnose renewal risk, coach account teams on deal strategy and negotiation, and structure agreements that protect long-term retention and revenue—without taking ownership of the deal.
Key Responsibilities
- Diagnose renewal risk early—identifying root causes such as product gaps, relationship erosion, competitive displacement, or economic headwinds—and build targeted recovery plans.
- In partnership with the account team, advise on and set negotiation strategy for complex enterprise renewals involving procurement, legal, CFOs, and executive sponsors on transactions exceeding $10M TCV.
- Re-anchor customer value in competitive, budget-pressured, or high-leverage renewal situations where Adobe must re-earn the business.
- Build/leverage a playbook approach that brings the proper members of the Adobe ecosystem together to align on renewal strategy and coordinate all data/insights inputs from these teams into the renewal approach (e.g. CSM, DSG).
- Design creative deal structures—right-sizing, multi-year terms, consumption model adjustments—that balance customer value with Adobe’s long-term revenue objectives.
- Design compelling customer-facing deal structure and partner with deal desk to ensure proper back end/Adobe deal structure for seamless close.
- Coach Account Directors on renewal execution—stakeholder mapping, value re-articulation, and commercial negotiation—elevating team capability without taking ownership of the deal.
- Drive disciplined renewal processes: engage 12–18 months pre-expiration, align mutual action plans to customer budget cycles, and maintain dynamic stakeholder maps.
- Maintain accurate pipeline hygiene and renewal forecasts in CRM, giving leadership clear visibility into at‑risk deals and recovery status across assigned verticals.
- Prioritise a high volume of concurrent engagements by risk, revenue impact, and strategic importance—partnering across Sales, CS, Finance, and Legal to drive unified retention outcomes.
Required Capabilities & Experience
- Ability to quickly diagnose renewal risk and structure sophisticated commercial agreements—right‑sizing, multi‑year, or consumption‑based—that protect revenue and reinforce customer value.
- Creative thinker with ability and willingness to think outside the box on how Adobe can collectively work together to retain the business of our customers.
- Strong executive presence and communication skills to engage credibly at the C‑suite level, both internally and with customers.
- Ability to pull together data and insights from multiple sources and stakeholders to help build compelling calls to action (internally and with customers).
- Deep expertise in enterprise negotiations—navigating procurement, legal, and C‑suite stakeholders on complex, multi‑party deals.
- Proven coaching ability—track record of elevating seller capability in renewal motions and influencing outcomes without direct authority.
- Operational rigor managing renewal pipelines, forecasts, and risk reporting across a high‑volume, matrixed environment.
Qualifications
- 10+ years in enterprise SaaS sales or complex commercial negotiations, with direct experience leading large‑scale renewals.
- Deep understanding of SaaS subscription models, enterprise procurement, and renewal economics.
- Fluency in English and German; any additional European language is a plus.
Enterprise Retention Consultant employer: Adobe
Adobe is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the role of Enterprise Retention Consultant. With a strong focus on employee growth, Adobe offers extensive training and development opportunities, empowering its team to excel in complex negotiations and strategic account management. Located in a dynamic environment, employees benefit from a diverse and inclusive workplace that values creativity and encourages meaningful contributions to protect and grow enterprise customer relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Retention Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adobe. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adobe before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Retention Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adobe:Your cover letter is your chance to shine! Tell us why you want to work at Adobe specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adobe!
How to prepare for a job interview at Adobe
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
