Senior Onboarding Manager, Customer Experience

Figma; United States; Hybride; USD 51 000 - 76 000; Plein temps

Résumé du poste

Figma, a collaboration platform, is seeking an Onboarding Manager to guide our largest customers from pre-sales through successful onboarding closeout. You will partner with Account Executives and cross-functional teams to ensure a smooth handoff and measurable value.

This full-time, hybrid role is based in Tokyo. You will report on metrics, develop training materials, and act as a trusted advisor to customers, helping them adopt our product and achieve their goals.

Qualifications

• 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.

Responsabilités

• 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

Connaissances

Onboarding management

Project management

Customer communication

Relationship building

Description du poste

the company is growing our team of passionate creatives and builders on a mission to make design accessible to all. the company’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, the company 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 the company:

• 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 the company 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 the company, 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 the company 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. the company 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 the company's Candidate Privacy Notice.

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