Channel Account Manager

About this role

About the Role

The Channel Account Manager – Renewals is a critical role within the NA Channel & Partner Sales organization, focused on protecting and growing our most important renewal revenue across the channel. This person will operate as the renewal lead and internal coordinator for our largest and most complex channel renewals, ensuring that at-risk accounts are identified early, action plans are in place, and the right internal and partner resources are aligned to retain customers.

Working across sales, partner management, pricing, and internal sales teams, the CAM – Renewals will drive a consistent, structured approach to renewal management that prevents revenue leakage and strengthens partner relationships.

Key Responsibilities

Renewal Coverage & Pipeline Management • Own and manage a portfolio of high-value channel renewals across NA, ensuring complete visibility and prioritization across the pipeline. • Identify at-risk renewals early through partner and customer signals, pipeline data, and engagement indicators. • Maintain up-to-date renewal forecasts and account statuses, providing regular reporting to sales leadership. • Ensure no large renewal falls through the cracks by acting as the accountable owner across the full renewal lifecycle.

Action Planning & Risk Mitigation • Build and execute structured action plans for at-risk renewals, tailored to the specific commercial, technical, or relationship issues at play. • Proactively engage partners and internal teams to address blockers before they become critical, including pricing concerns, competitive threats, or customer dissatisfaction. • Leverage available commercial levers — including promotional pricing, deal registration, multi-year commitments, and tier incentives — to protect and close renewals. • Track actions and outcomes for each at-risk account, iterating plans based on results.

Internal Coordination & Cross-functional Collaboration • Act as the primary internal coordinator for renewal opportunities, aligning and mobilizing the right resources from channel sales, inside sales, partner management, pricing and, if necessary, deal desk. • Work closely with Channel Account Managers to ensure renewal strategies are integrated into broader partner plans. • Facilitate timely engagement from product specialists and senior stakeholders where deal complexity demands it. • Ensure handoffs between teams are clean and accountable, with no gaps in ownership.

Partner Engagement • Build strong working relationships with key partners, distributors, and resellers to understand their customers' renewal outlook and surface risks early. • Support partners with the tools, information, and commercial proposals they need to have effective renewal conversations with end customers. • Help partners shift from a reactive renewal posture to a proactive one, coaching them on timing, value articulation, and upsell opportunities. • Provide feedback from partner conversations into enablement and commercial planning to address systemic blockers.

Reporting & Insights • Maintain accurate and current opportunity data within CRM systems, enabling reliable forecasting and management visibility. • Provide regular updates to leadership on renewal health, coverage gaps, win/loss trends, and key risks. • Contribute to post-renewal analysis to identify patterns and improve future renewal motions.

What We're Looking For

Experience • Proven experience in a channel sales, renewals, or partner management role within a software or SaaS business. • Demonstrated track record of managing complex renewal cycles involving multiple internal and external stakeholders. • Experience working with or within a channel-led sales model, including distributors, resellers, and value-added partners. • Familiarity with commercial levers in software licensing — VIP, ETLA, multi-year agreements, promotional pricing.

Skills & Competencies • Strong organizational and coordination skills — able to manage a large portfolio of opportunities simultaneously without losing focus on the highest priorities. • Excellent stakeholder management, with the credibility and communication skills to influence across functions and levels. • Analytical and data-driven, comfortable working with pipeline data, renewal metrics, and CRM tools (Salesforce or equivalent). • A natural problem-solver who can quickly diagnose what's at risk in a renewal and design a practical path to resolution. • Commercially astute, with a good understanding of how to structure deals that work for customers, partners, and Adobe. • Collaborative by nature — this role succeeds through others, not in spite of them.

Personal Attributes • Proactive and self-directed — doesn't wait to be told a renewal is at risk; goes looking for it. • Resilient and persistent — renewal management involves setbacks; this person bounces back and keeps driving. • High attention to detail with the ability to maintain accuracy across a high-volume portfolio. • Comfortable operating in ambiguity and adapting approach when plans change.

What Success Looks Like

In the first 90 days, the successful candidate will have built a comprehensive view of the renewal portfolio, established strong working relationships with the key internal and partner stakeholders, and identified the highest-risk accounts with initial action plans in place.

In the first six months, they will be running a structured, data-driven renewal process across the channel, have measurably reduced the number of unplanned renewal losses, and be recognised by partners and internal teams as a trusted and effective coordinator.

Longer term, they will have contributed to building a more proactive renewal culture across the NA channel, with improved retention rates, stronger partner confidence in the renewal motion, and a clear feedback loop into commercial and enablement planning.

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