Customer Success Manager

Figma, Inc.; City of Westminster; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Figma, Inc. in London is seeking a Customer Success Manager to work with large commercial and enterprise customers on the Figma Weave platform.

You will design tailored enablement strategies, drive product adoption, and support long-term success, partnering with internal teams to deliver a seamless customer experience. You will manage adoption journeys, align customer goals with product features, deliver scalable training, and collaborate with Account Executives on reviews, expansions, and

Qualifications

• 4+ years of experience in Customer Success, Customer Enablement, Account Management or a relevant customer-facing role in SaaS.
• Excellent communication skills, with the ability to connect with a wide range of customer personas.
• Strong product knowledge and a customer-first, consultative approach to solving challenges and driving adoption.

Responsibilities

• Manage the adoption journey for a portfolio of large, commercial and enterprise customers.
• Understand customer goals and success metrics, and use product data to inform proactive engagement strategies.
• Share best practices, use cases, and product expertise to help teams unlock the full value of Figma Weave.
• Build trusted relationships with stakeholders across roles and departments; from individual contributors to senior leaders.
• Collaborate with Account Executives on account reviews, expansion opportunities, and renewal risk mitigation.
• Deliver live and scalable training sessions customized to customer maturity and needs.

Skills

Customer success

Communication

Cross-functional

SaaS

Design tools

Tools

Design tools

Job description

As a Customer Success Manager, you'll work directly with our larger customers to help them get the most value from the Figma Weave platform. You'll design and deliver tailored enablement strategies that drive product adoption, help uncover new use cases, and support long-term success. In this role, you'll partner with various internal teams to deliver a seamless, impactful, and engaging customer experience. Your ability to build strong relationships, connect the dots between product features and customer goals, and communicate with clarity will make you a trusted advisor and strategic partner. If you're energized by helping customers thrive, enjoy solving complex problems, and love working at the intersection of product and customer success, we'd love to meet you. This is a full time hybrid role based out of our London hub.What you'll do at Figma Weave:

Responsibilities

• Manage the adoption journey for a portfolio of large, commercial and enterprise customers
• Understand customer goals and success metrics, and use product data to inform proactive engagement strategies
• Share best practices, use cases, and product expertise to help teams unlock the full value of Figma Weave
• Build trusted relationships with stakeholders across roles and departments; from individual contributors to senior leaders
• Identify and empower internal champions who can advocate for Figma Weave within their organizations
• Collaborate with Account Executives on account reviews, expansion opportunities, and renewal risk mitigation
• Deliver live and scalable training sessions customized to customer maturity and needs
• Partner cross-functionally with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to ensure customer success, Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

Qualifications

• To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.
• 4+ years of experience in Customer Success, Customer Enablement, Account Management or a relevant customer-facing role in SaaS
• Excellent communication skills, with the ability to connect with a wide range of customer personas
• Strong product knowledge and a customer-first, consultative approach to solving challenges and driving adoption
• A track record of driving impactful outcomes, adapting to evolving customer needs, and collaborating effectively with cross-functional teams, Experience using node-based design products or working with design and collaboration tools
• Background in Post-Production, VFX, Creative work, UX/UI, Design Ops, or Frontend Development

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma's platform helps teams bring ideas to life-whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

We're building the next chapter of AI-native craft and creativity - where craft and technology meet. Our unified platform bridges the gap between AI capabilities and human creativity, and lets professional creatives and designers harness the power of the world's leading AI models without losing precision, expression, or soul. Together, we're building tools that help people move faster without sacrificing quality, precision, or craft - a platform where AI supports creativity instead of flattening it.