Onboarding Manager, Customer Experience (Tokyo, Japan)

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figmas platform helps teams bring ideas to lifewhether youre 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 youre excited to shape the future of design and collaboration join us!

As an Onboarding Manager youll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. Youll build and leverage key cross-functional relationships across Sales Marketing and Product Support as you deliver an exceptional onboarding experience. Youll 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 youll 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

Wed love to hear from you if you have:

• 3 years of B2B SaaS experience in a customer-facing role working with technical products
• Track record of juggling multiple customer projects concurrently with strong organizational and project management skills
• Fluency in Japanese and English across written and verbal communication
• Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels
• Demonstrated ability to navigate complex business and technical environments with a consultative approach

While its not required its an added plus if you also have:

• Experience using or working with Figma or other UX/UI experience
• Ability to adapt to change and ambiguity as the business evolves
• Adapt quickly to new technologies and continuously learn new tools and systems

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 . 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 Figmas Candidate Privacy Notice.