Program Manager, Scale Onboarding

About the role

The Program Manager, Scale Onboarding will own the end-to-end lifecycle of high-volume customer onboarding programs at Figma. This role is responsible for developing and delivering a repeatable, scalable onboarding experience that drives successful customer outcomes and accelerates product adoption. You will design and manage the customer journey from first contact to closeout, ensuring programs meet the needs of commercial segments and international sales teams. You will act as a central owner, coordinating cross-functional teams to align on goals, timelines, and quality of the onboarding experience. This position requires a proactive partner who uses data, customer feedback, and hands-on experience to identify new initiatives and materials that improve program effectiveness. You will shape the future of scale onboarding at Figma by building processes and content that can grow efficiently as the business expands.

What you'll do

You will develop and deliver a scalable customer onboarding experience for a high volume of clients in our commercial segments. You will partner with leadership to help design what scale onboarding can look like at Figma and expand our programs to support international sales teams. You will collaborate with other members of the Customer Onboarding team to inform and evolve the processes and materials for this program. You will use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You will own and manage scale customer onboarding programs supporting a high volume of commercial customers. You will partner closely with sales, marketing, and enablement teams to develop and evangelize the program within the Figma organization. You will guide customer goals and successfully drive a high volume of customers towards onboarding closeout. You will partner with Marketing, Operations, and Sales to build and optimize scalable customer programs. You will report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities. You will develop content and enablement resources for customers to use for training and education to help accelerate product adoption. You will consult on product and industry best practices to act as a trusted advisor across a high-volume book of customers, inspiring new use cases for the product.

Requirements

You have 4+ years of relevant work experience, ideally in B2B SaaS. You have experience managing customers through onboarding or implementation of technical products. You have experience working with many customers at one time and demonstrated ability to drive towards successful customer outcomes through many programs. You have proven time management and organization skills. You have demonstrated comfort speaking to customers representing different personas across both function and seniority, as well as building and leading wide-scale customer webinars in collaboration with marketing teams. You are comfortable operating in a fast-paced environment where priorities may shift quickly while maintaining focus on program delivery. You have strong written and verbal communication skills to clearly articulate program details to diverse stakeholders. You are able to manage competing deadlines and ensure accurate, timely execution of onboarding activities. You are comfortable using tools and systems to track program performance and communicate status to leadership.

You meet the bar About the company

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma's platform helps teams bring ideas to life-whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.

Compensation and location

Location: UK

Engagement: Full-time.

Compensation: $180,000 USD base; 4 years experience.

Practical notes

This is a full-time position based in London, England. The compensation listed is $180,000 USD base for 4 years of experience. Applicants must meet the bar requirements outlined in the role description.