Manager, Customer Enablement (London, United Kingdom)

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!

Our team of Customer Experience Managers (CEMs) work closely with some of Figmas largest customers to drive engagement adoption and value realization. Now were 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. Youll help shape the strategy of the CEM team coach and develop individual contributors and contribute to the broader goals of Figmas Customer Experience organization. Were 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 youre energized by enabling and developing customer-facing teams and you have a background in SaaS and/or product design and development tools wed love to hear from you.

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

What youll 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

Wed love to hear from you if you have:

• 35 years of formal people management experience in Customer Experience Customer Success or a similar post-sales function
• 58 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 its 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 youre excited about this role but your past experience doesnt 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 . 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.