Senior Onboarding Manager, Customer Experience

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 experience in a customer-facing role within B2B SaaS, working with technical products

Demonstrate strong organizational and project management skills, with a proven ability to manage multiple customer projects simultaneously

Build and maintain strong relationships with customers across various roles and levels of seniority

Navigate complex business and technical environments effectively, applying a consultative approach to understand and address customer needs

While it’s not required, it’s an added plus if you also have:

Familiarity with design systems, product development workflows, or Figma itself

Experience in a similar role at a design, collaboration, or productivity-focused SaaS company

A background in UX/UI, Design Ops, or Frontend Development

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.