Manager, Customer Enablement (London, United Kingdom)

Figma; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A dynamic company is seeking a Manager of Customer Enablement to lead a passionate team in London. This role involves driving customer engagement and ensuring success within a high-growth SaaS environment. The ideal candidate will possess strong leadership skills, extensive experience in customer success, and excellent communication abilities. Join this innovative company to shape the future of design collaboration.

Qualifications

• 3–5+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function.
• 5–8+ years of total experience in customer-facing roles within high-growth SaaS companies.
• Excellent communication skills with a wide range of customer personas.

Responsibilities

• Lead, manage, and grow a team of high-performing Customer Experience Managers.
• Set clear goals and expectations, provide mentorship and coaching.
• Partner with Sales, Support, Product, and Marketing to exceed customer needs.

Skills

Customer Experience Management

Leadership

Communication

Cross-functional collaboration

Job description

Manager, Customer Enablement (London, United Kingdom)

London, England

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!

Our team of Customer Experience Managers (CEMs) work closely with some of Figma’s largest customers to drive engagement, adoption, and value realization. Now, we’re looking for an experienced and passionate leader to help scale this function globally.

As the Manager, Customer Enablement, you will lead a team of CEMs who partner deeply with select Mid-Market, Enterprise, and Strategic customers. You’ll help shape the strategy of the CEM team, coach and develop individual contributors, and contribute to the broader goals of Figma’s Customer Experience organization. We're seeking someone who has helped scale post-sales functions in high-growth SaaS environments and is deeply motivated by helping customers succeed and realize business value by using our platform.

If you’re energized by enabling and developing customer-facing teams, and you have a background in SaaS and/or product design and development tools, we’d love to hear from you.

This is a full time hybrid role based in our London hub.

What you'll do at Figma:

• Lead, manage, and grow a team of high-performing CEMs
• Set clear goals and expectations, provide mentorship and coaching, and support career development
• Partner with Sales, Support, Product, and Marketing to ensure customer needs are met and exceeded
• Refine and scale playbooks and best practices for CEMs
• Drive operational excellence through team processes, tooling, and reporting
• Ensure the team is delivering exceptional value and experience across our enterprise customer base
• Regularly engage directly with customers and address a blocking issue when needed (while this is a leadership role, we anticipate this position to embody strong player-coach dynamics)
• Represent the voice of the customer internally and influence product strategy

We’d love to hear from you if you have:

• 3–5+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function
• 5–8+ years of total experience in customer-facing roles within high-growth SaaS companies
• A proven ability to lead, encourage, and scale teams, especially through growth and change
• Excellent communication skills, with the ability to connect with a wide range of customer personas
• Excellent cross-functional collaboration skills with the ability to influence and align across Technical Support, Product, Engineering, Sales, and Marketing
• Prioritizing customer needs with strong critical thinking and execution skills
• Experience supporting or working with design, research, or development teams is a strong plus
• A passion for building inclusive, thoughtful, and high-performance team cultures

While not required, it’s a bonus if you 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
• Fluency or proficiency in additional languages, such as German, French, Mandarin, Cantonese, Korean

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.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [e-mail] . These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• 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

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.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice .

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