Onboarding Manager, Customer Experience

About the role

You will guide our largest customers through the initial setup process to ensure they achieve value quickly. This position involves working across internal departments to refine our onboarding strategy and improve the overall client experience.

Key facts

What you'll do

• Manage the entire onboarding lifecycle for major accounts from pre-sales to completion.
• Coordinate with Account Executives to facilitate a smooth transition for new clients.
• Define and track project timelines based on specific customer goals.
• Work with Technical Account Managers, Designer Advocates, and Product Support to ensure consistent service.
• Analyze metrics and feedback to suggest new initiatives and product improvements.
• Create training materials and educational resources to boost product adoption.
• Act as a consultant on industry best practices to help clients maximize their use of Figma.

Requirements

• 3+ years of experience in a customer-facing role within the B2B SaaS industry, specifically with technical products.
• Proven ability to manage multiple projects simultaneously with strong organizational skills.
• Full fluency in both Japanese and English, written and verbal.
• Experience building and maintaining professional relationships across various levels of seniority.
• Ability to navigate complex business and technical environments using a consultative approach.

Nice to have

• Prior experience using Figma or working in a UX/UI environment.
• Ability to thrive in changing and ambiguous business environments.
• Quick aptitude for learning new technologies and systems.

Practical notes

• Candidates are required to keep cameras on during video interviews.
• In-person onboarding is mandatory for new hires.
• Figma provides reasonable accommodations for applicants with disabilities; requests can be sent to accommodations-ext@figma.com.
• We encourage applications even if your background does not perfectly match all requirements.