Senior Onboarding Manager, Customer Experience

Figma; United States; Hybride; USD 76 000 - 102 000; Plein temps

Résumé du poste

Figma in Tokyo is seeking an Onboarding Manager for Customer Experience to lead onboarding for our largest customers, partnering with Sales, Marketing and Product Support to deliver a smooth start and measurable value.

You’ll manage onboarding timelines, develop training materials, and report on metrics. This is a full-time hybrid role based at our Tokyo hub, requiring 3+ years in a customer-facing B2B SaaS role and a consultative approach.

Qualifications

• 3+ years of experience in a customer-facing role within B2B SaaS, working with technical products.
• Strong organizational and project management skills with multi-project delivery.
• Ability to build relationships with customers across various roles and seniority levels.

Responsabilités

• Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout.
• Partner with Account Executives to ensure smooth customer handoff and onboarding experience.
• Understand customer goals and manage onboarding timelines toward value realization.
• Collaborate with Technical Account Managers, Designer Advocates, and Product Support to ensure a seamless onboarding experience.
• Report on metrics and feedback to assess onboarding impact and identify new initiatives.
• Develop content and enablement resources for customer training and product adoption.

Connaissances

Customer success

Project management

Relationship building

B2B SaaS knowledge

Description du poste

Onboarding Manager, Customer Experience (Tokyo, Japan)

Tokyo, Japan

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!

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.

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 .