Customer Activation Manager (Tokyo, Japan)
As a Customer Activation Manager, you’ll partner with our largest customers to accelerate adoption, realize value, and strengthen their long-term success with Figma. As part of our Customer Success and Solutions org, you’ll lead clearly defined, short-term engagements spanning Enterprise onboarding, Governance+ activation, AI activation, and focused risk mitigation for customers whose health signals indicate potential churn or contraction. You’ll work closely with Customer Success leadership to evolve our activation strategy and build key cross-functional relationships to deliver an exceptional customer experience. You’ll use metrics, customer feedback, and direct experience to identify opportunities to improve adoption, address barriers to value, and strengthen customer health. You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you!
This is a full-time, hybrid role based out of our Tokyo hub.
What you’ll do at Figma:
Own and manage short-term customer activation engagements from initial scoping through successful closeout
Lead focused risk mitigation programs for customers identified as churn or contraction risk through health scores and other signals; partner with Account Executives to understand the drivers of risk and execute targeted action plans
Understand customer goals and barriers to adoption, and translate them into clear engagement plans with defined timelines, milestones, and measurable outcomes
Partner closely with GTM teams to ensure smooth handoffs, alignment on customer priorities, and continuity following each engagement
Work with Field Engineers, Design Advocates, and Product Support to execute activation and risk mitigation plans and connect customers with the right expertise and resources
Report on engagement outcomes, adoption metrics, customer health, and customer feedback to assess impact and identify opportunities to improve programs and inform product development
Develop content and enablement resources that support customer education, accelerate product adoption, and address common barriers to value
Deliver tailored workshops, live and scalable training, and enablement experiences based on customer maturity, priorities, and needs
Understand and consult on product and industry best practices to act as a trusted advisor and inspire new possibilities using Figma
We'd love to hear from you if you have:
3+ years of B2B SaaS experience in a customer facing role working with technical products
Proven project management skills and experience managing multiple customer engagements concurrently
Excellent oral and written communication skills, including the ability to navigate challenging customer conversations, Experience speaking to customers representing different personas across both function and seniority
A consultative approach and the ability to navigate complex business needs and technical requirements. The ability to use customer feedback and data to identify barriers to adoption, prioritize actions, and measure progress toward customer outcomes
Fluency in Japanese and English across written and verbal communication
While it’s not required, it’s an added plus if you also have:
Experience using or working with Figma, or other UX/UI experience
Experience delivering customer onboarding, adoption, or risk mitigation programs
Experience supporting enterprise customers, or helping customers adopt AI capabilities
You embody our values and can thrive in a constantly evolving and growing environment
A proven track record of adapting to new technologies and learning quickly
At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.