JOB LEVEL
P40
EMPLOYEE ROLE
Individual Contributor

The Opportunity

The Customer Retention Analyst plays a critical role in ensuring customers have a positive experience with our products and services, by proactively finding opportunities to improve retention rates. This position employs data analytics to provide actionable insights, supports customer success initiatives, and collaborates with cross-functional teams to enhance customer satisfaction and health.

What You will Do

• Analyze customer data to identify patterns, trends, and areas for improvement in customer experience and retention.
• Monitor key performance indicators related to the Early Warning system (provides leading indicators of product usage, customer engagement, and Customer Lifetime Value) to proactively analyze and summarize opportunities, and findings and results for customer health.
• Develop and present regular reports on retention metrics, customer feedback, and success initiatives to internal contributors and leadership.
• Collaborate with Sales Operations, Solution Account Managers, Sales, and Product teams to address customer concerns and implement retention strategies.
• Gather and analyze customer feedback to recommend product or service enhancements.
• Support at-risk customer identification and collaborate with teams to develop proactive retention plans.
• Provide insights into Customer Success/Retention processes for improvements in efficiency.
• Stay current on industry trends and standards in customer success and retention analytics.

What You Will Need to Succeed

• Bachelor’s degree in Business, Data Analytics, or related field (MBA preferred)
• 5-7 years of experience in analytics or data science
• Proficient in Excel, CRM systems, and data visualization tools
• Strong analytical, communication, and presentation skills
• Meticulous, organized, and able to manage time effectively
• Skilled in customer journey mapping and retention modeling
• Strategic, collaborative, and adaptable problem solver with a customer-centric approach.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $99,600 -- $210,400 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California :

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice
Jan 26 2026 12:00 AM

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile - don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll .

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.