Onboarding Manager, Customer Experience (Tokyo, Japan)

As an Onboarding Manager, you'll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. You'll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You'll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You bring strong communication and project management skills, and a genuine investment in customer outcomes.

This is a full-time, hybrid role based out of our Tokyo hub.

What you'll do at Figma:

Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout

Partner closely with Account Executives to ensure smooth customer handoff experience

Understand customer goals and successfully manage their onboarding timeline towards value

Collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience

Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities

Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption

Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product

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

Track record of juggling multiple customer projects concurrently, with strong organizational and project management skills

Fluency in Japanese and English across written and verbal communication

Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels

Demonstrated ability to navigate complex business and technical environments with a consultative approach

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

Ability to adapt to change and ambiguity as the business evolves

Adapt quickly to new technologies and continuously learn new tools and systems

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.