Customer Success Manager

About the role

You will own the end to end success of a portfolio of large strategic customers within the Latin American region ensuring their journey with Figma is impactful and aligned with their business objectives. You will design and deliver tailored enablement strategies that drive product adoption, help uncover new use cases, and support long term success for each account you manage. In this highly collaborative role you will partner with various internal teams such as Account Executives, Onboarding Managers, Technical Account Managers and Industry Advocates to deliver a seamless and impactful customer experience. Your ability to build strong relationships connect the dots between product features and customer goals and communicate with clarity will make you a trusted advisor and strategic partner to the customers you serve. If you are passionate about helping customers thrive enjoy solving complex problems and love working at the intersection of product and customer success we would love to meet you and explore how you can contribute to shaping the future of design and collaboration.

Key facts

What you'll do

Manage the adoption journey for a portfolio of large strategic customers in Latin America ensuring alignment with Figma product capabilities.

Understand customer goals and success metrics while using product data to inform proactive engagement strategies that lead to measurable value delivery and business impact.

Document proactive engagement strategies as part of high quality bespoke enablement plans that are clear actionable and tailored to each stakeholders needs.

Share best practices use cases and product expertise to help teams unlock the full value of Figma and realize outcomes that matter to their organization.

Build trusted relationships with stakeholders across roles and departments from individual contributors to senior leaders fostering an environment of collaboration and transparency.

Identify and empower internal champions who can advocate for Figma within their organizations helping to create sustainable change and long term adoption.

Collaborate with Account Executives on account reviews expansion opportunities and renewal risk mitigation to ensure alignment between product value and evolving customer expectations.

Deliver live and scalable training sessions customized to customer maturity and needs ensuring that participants gain practical skills they can apply immediately.

Leverage qualitative and quantitative insights to anticipate customer needs remove adoption barriers and drive continuous improvement in the customer experience.

Act as the primary point of contact for strategic customers guiding them through key initiatives such as platform rollouts feature adoption and transformation projects.

Partner with cross functional teams including Sales Product and Engineering to provide feedback from the field and influence product decisions that impact customer success.

Champion the voice of the customer within Figma by translating their challenges aspirations and feedback into actionable recommendations for product and go to market strategies.

Support the development of customer stories references and case studies that highlight tangible value and help expand Figma presence across Latin America.

Ensure consistent and professional communication with all stakeholders maintaining a high standard of service and responsiveness throughout the customer lifecycle.

Requirements

4+ years of experience in Technical Account Management Technical Customer Success Customer Success Customer Enablement Account Management or a relevant customer facing role in SaaS.

Excellent communication skills with the ability to connect with a wide range of customer personas across executive technical and operational audiences.

Strong product knowledge and a customer first consultative approach to solving challenges and driving adoption in complex B2B environments.

A track record of driving impactful outcomes adapting to evolving customer needs and collaborating effectively with cross functional teams.

This role will focus on supporting customers using our product in Latin America written and spoken fluency in Portuguese Spanish and English is required.

Demonstrated ability to manage multiple priorities in a fast paced environment while maintaining attention to detail and a high standard of work.

Comfortable working with data tools and dashboards to derive insights and validate the impact of engagement activities.

Commitment to Figma values including a growth mindset collaboration and a passion for inclusive design that benefits all users.

Nice to have

Experience using Figma or working with design and collaboration tools.

Background in UX/UI Design Ops or Frontend Development.