Customer Success Manager

About the role

Figma is actively seeking a Customer Enablement Manager to guide our largest clients in maximizing the value of our platform. You will own the creation and implementation of strategic enablement plans designed to foster deep product adoption and ensure long-term client success. This role requires a proactive mindset to translate complex platform capabilities into clear, actionable strategies for customer teams. You will act as a trusted advisor, bridging the gap between product expertise and real-world business objectives. The focus is on driving measurable outcomes by aligning Figma's solutions with specific customer goals and maturity levels. You will leverage data and qualitative insights to identify opportunities and remove barriers to adoption. Success in this position is defined by your ability to build strong, consultative relationships and establish Figma as an indispensable partner. You will play a key role in expanding the footprint of Figma within existing strategic accounts.

Key facts

What you'll do

• Assume ownership of the adoption journey for a portfolio of major, strategic accounts, ensuring alignment with company objectives.
• Analyze product data to define precise success metrics and construct proactive engagement strategies tailored to each account.
• Design and create high-quality, customized enablement plans that address the specific needs and workflows of customer teams.
• Deliver expert product knowledge, best practices, and concrete use cases to facilitate the full utilization of Figma's collaborative features.
• Develop and maintain strong, trust-based relationships with a diverse range of stakeholders, from individual contributors to executive leadership.
• Identify, nurture, and support internal champions to empower them to advocate effectively for Figma within their organizations.
• Collaborate closely with Account Executives to participate in account reviews, assess renewal risks, and drive expansion initiatives.
• Conduct live, scalable training sessions and workshops that are meticulously tailored to the specific maturity level and requirements of each customer.
• Liaise and partner with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to guarantee seamless client success.
• Translate complex platform updates and features into clear enablement content that supports adoption goals.
• Monitor and report on the health of assigned accounts, providing insights that influence strategic decisions.
• Contribute to the development of enablement materials and playbooks that enhance the overall customer experience.
• Balance strategic planning with day-to-day responsiveness to ensure both long-term goals and immediate needs are met.
• Act as the primary point of contact for enablement-related queries, ensuring timely and high-quality support.

Requirements

• Bring a minimum of 4 years of proven experience in SaaS roles such as Technical Account Management, Customer Success, Customer Enablement, or Account Management.
• Demonstrate strong communication skills with the ability to engage effectively with diverse customer personas and technical and non-technical audiences.
• Maintain a consultative, customer-first mindset focused on solving problems and increasing adoption through empathetic listening.
• Show a proven ability to drive tangible outcomes, adapt to changing priorities, and work effectively across functional teams.
• Exhibit strong organizational skills with the capacity to manage multiple projects and competing deadlines in a fast-paced environment.
• Possess critical thinking skills to analyze complex situations and develop practical solutions that enhance product adoption.
• Display a high level of ownership and accountability for the success of assigned accounts and the achievement of key performance indicators.

Nice to have

• Possess prior experience using Figma or other industry-leading design and collaboration software.
• Have a background in Frontend Development, Design Ops, or UX/UI that provides contextual understanding of design workflows.

Skills & tools

• Demonstrate expertise in SaaS customer engagement and relationship building.
• Show a strong command of strategic account management principles and practices.
• Have a deep understanding of product adoption strategy and methodologies.
• Excel in cross-functional collaboration, working seamlessly with sales, product, and support teams.
• Bring experience in technical enablement and the ability to translate technical concepts into accessible learning.

Practical notes

Figma is an equal opportunity employer. We provide reasonable accommodations for candidates with disabilities during the interview and application process; requests can be sent to accommodations-ext@figma.com. Candidates must keep their cameras on during video interviews. New hires are required to attend in-person onboarding. Personal data is processed according to the Figma Candidate Privacy Notice.