Director of Retention, Middle East & Africa

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!

Location: KAFD, Riyadh
Hours of work: 40 hours per week
Education requirement: Degree or equivalent qualification/experience
Experience requirement: Minimum 10 years in SaaS solution environment
Benefits: Private medical insurance; Employee stock purchase plan; Holiday & global well-being days; Allowances plus many more.
Application start and end date: Starting 16th December for approx. 4-6 weeks.

Adobe in the Middle East empowers businesses and individuals through creativity and digital transformation. In Saudi Arabia, we support Vision 2030 by driving innovation, developing local talent, and enabling exceptional customer experiences. As the regional headquarters for foreign companies, Adobe serves as a strategic hub for growth and collaboration across markets. Join us to help shape the future of digital experiences in one of the world’s most dynamic economies.
Role Summary
The Director of Retention, Middle East & Africa owns net revenue retention, renewals, customer lifetime value, and post-sale growth across Adobe’s enterprise and commercial customers.
This role leads regional Renewal Sales Specialists and Solutions Account Managers to ensure customers realise value, renew with confidence, expand their Adobe investment , and achieve high levels of adoption, satisfaction, and advocacy . The Director is the regional owner of the post-sale motion, partnering closely with Sales, Customer Success, Marketing, Product, and Global Retention teams to deliver predictable recurring revenue and long-term customer relationships.
Key Responsibilities

Own MEA NRR, GRR, revenue retention optimisation, and expansion targets .

Define and execute the regional renewals and retention strategy aligned to Adobe’s global customer lifecycle.

Drive early renewal engagement, proactive risk management, and value-based renewals.

Accelerate upsell and cross-sell within existing customers based on usage, maturity, and business outcomes.
Customer Value & Experience

Ensure customers achieve measurable ROI across Experience Cloud, Creative Cloud, and Document Cloud.

Champion a customer-first, consultative engagement model focused on adoption, satisfaction, and long-term partnership.

Build senior executive relationships with strategic customers to drive loyalty and advocacy.
Leadership & Execution

Lead, coach, and develop high-performing RSS and SAM teams with clear accountability and operating rhythm.

Own renewals forecasting accuracy, pipeline discipline, and quarterly execution.

Leverage data, health scores, and predictive insights to improve retention and customer outcomes.

Provide governance for complex renewals and executive escalations.
Regional & Cross-Functional Leadership

Partner closely with Sales, Customer Success, Finance, Legal, and Global Retention teams to deliver a seamless end-to-end customer experience.

Represent MEA retention priorities globally while adapting execution to local market dynamics.

Act as a senior Adobe leader across Saudi Arabia, GCC, and broader MEA markets. Success Measures

Net Revenue Retention (NRR) and Gross Renewal Rate (GRR)

Reduction in Customer Attrition and Expansion/Upsell Contribution

Forecast Accuracy

Customer Adoption, Health, and Satisfaction

Team Performance and Engagement Experience & Profile

12+ years’ experience in enterprise software, SaaS, or subscription businesses.

Proven regional leadership in renewals, retention, account management, or customer success.

Strong understanding of subscription economics and value-based selling.

Experience across Middle East & Africa markets; GCC expertise.

Arabic language skills a plus.

Customer-obsessed, commercially disciplined, data-driven leader with strong executive presence.

As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll 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, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.
Adobe is an equal opportunity employer. We hire dedicated individuals, regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.
We’re on a mission to hire the very best and are committed to crafting exceptional employee experiences where everyone is respected and has access to equal opportunity. We realise that new insights can come from everywhere in the organization, and we know the next big idea could be yours.

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.

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