Head of Customer Onboarding - Launch Advisory Services

Adobe•Apply•Published 12 days ago•First seen 11 days ago

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!

Title: Head of Customer Onboarding - Launch Advisory Services

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.

The Role

We are hiring a Head of Customer Onboarding / Launch Advisory Services for Adobe Learning Manager (ALM) – a senior leadership role responsible for delivering a world-class onboarding experience, accelerating Time-to-First-Value, and laying the foundation for long-term customer success and expansion.

This leader will manage the team responsible for onboarding all new ALM customers and will own the strategy, governance, and execution of our launch motion across enterprise, mid-market, and partner-led implementations.

What We’re Looking For

A senior professional who brings a strong blend of:

SaaS implementation leadership (preferably in learning technologies) Business analysis + technical solutioning Program and project governance for enterprise rollouts Cross-functional orchestration across Product, Engineering, Support, Sales, and CSM People leadership – team building, skills development, and leading from the front Customer-facing strategic leadership and executive presence

Core Responsibilities

Own the complete onboarding lifecycle, ensuring faster and qualitative Time-to-First Value
Build and run structured onboarding governance – SteerCo, working groups, success plans, adoption milestones
Partner closely with Product & Engineering to influence roadmap, manage dependencies, and remove onboarding blockers
Guide customers and partners through best-practice, consultative onboarding, avoiding lift-and-shift approaches
Lead the team in delivering technical configurations, integrations, data migrations, SSO, and rollout planning
Create a culture of ownership, innovation, and consultative problem-solving – not status-quo execution
Drive career progression, mentorship, and continuous capability-building across techno-functional skills, customer strategy, and advisory excellence
Create repeatable frameworks, playbooks, templates, and operational processes to improve onboarding efficiency and scale
Act as a trusted advisor to senior customer stakeholders, including IT, Learning, and business leaders
Drive alignment with Sales and CSM to support land-and-expand motions from Day 1.

Experience & Skill Requirements

15+ years in SaaS onboarding, implementation, program management, or solutions consulting
Prior background in Learning Tech (LMS/LXP) or enterprise SaaS preferred
Demonstrated ability to build and lead teams – hiring, developing, mentoring, and shaping culture
Strong ability to translate business requirements into system configuration and technical architecture
Proven track record of leading enterprise implementations with multi-team dependencies
Excellent communication, stakeholder influence, and executive presence.

Why This Role Is Critical

This function directly shapes:

The customer’s first impression of ALM
Their speed to value
Their renewal and expansion potential
The level of effort from every downstream Adobe function (Product, Eng, CSM, Support)

We need someone who can build a high-performing advisory motion, operate strategically, and elevate the onboarding experience across the entire customer lifecycle.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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