Customer Success Manager - Figma Weave (London, United Kingdom)

Figma; London (KY); Hybrid; USD 94,000 - 148,000; Full time

Job summary

Figma is seeking a Customer Success Manager for our London hub in a full-time hybrid role. You will work directly with large commercial and enterprise customers to maximize the value of Figma Weave, designing tailored enablement strategies that drive product adoption and sustained success.

You will partner with internal teams to deliver a seamless customer experience, build trusted relationships across roles, and train teams to unlock the platform's full potential.

Qualifications

• 4+ years in Customer Success, Enablement, Account Management or similar in SaaS.
• Excellent communication, able to connect with diverse customer personas.
• Strong product knowledge and customer-first, consultative approach.
• Track record of driving outcomes and collaborating with cross-functional teams.

Responsibilities

• Manage adoption journey for a portfolio of large, commercial and enterprise customers.
• Inform proactive engagement strategies using product data.
• Share best practices and product expertise to unlock value.
• Build relationships with stakeholders across roles and departments.
• Identify internal champions to advocate for Figma Weave.
• Collaborate with Account Executives on reviews, expansion, and renewal risk mitigation.
• Deliver live and scalable training tailored to customer maturity.
• Partner cross-functionally with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to ensure customer success.

Skills

Customer Success

Account Management

SaaS

Communication

Job description

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.

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:

• 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

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

• 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

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

• 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

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.

Application limits: To help candidates focus on the opportunities most relevant to their skills and experience, Figma limits the number and frequency of applications. These limits apply to all roles:

• Candidates may submit up to 5 applications during any rolling 30-day period.
• Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.

Once the applicable days has passed, candidates are welcome to apply again.