Senior Onboarding Manager, Customer Experience (B2B SaaS)

Location: Hybrid, based out of the Tokyo hub, Japan; in-person onboarding is required if hired.

Company

Figma provides a collaborative design platform that helps teams brainstorm, prototype, translate designs into code, and iterate with AI in real time.

What you will do

• Own and manage onboarding for Figma’s largest customers from pre-sales through successful closeout.
• Partner with Account Executives to ensure smooth customer handoffs and manage onboarding timelines toward customer value.
• Collaborate with Technical Account Managers, Designer Advocates, and Product Support to deliver a seamless onboarding experience.
• Report on customer metrics and feedback to assess onboarding impact and identify customer initiatives and product opportunities.
• Develop customer training, education, and enablement resources to accelerate product adoption.
• Advise customers on product and industry best practices and inspire new possibilities using Figma.

Requirements

• 3+ years of experience in a customer-facing role within B2B SaaS, working with technical products.
• Strong organizational and project management skills, with the ability to manage multiple customer projects simultaneously.
• Ability to build and maintain strong relationships with customers across different roles and seniority levels.
• Ability to navigate complex business and technical environments using a consultative approach to understand and address customer needs.

Nice to have

• Familiarity with design systems, product development workflows, or Figma.
• Experience in a similar role at a design, collaboration, or productivity-focused SaaS company.
• Background in UX/UI, Design Ops, or Frontend Development.

Culture & Benefits

• Full-time hybrid work based out of the Tokyo hub.
• Commitment to learning and professional development through the “Grow as you go” value.
• Inclusive workplace with equal employment opportunities and reasonable accommodations for candidates and employees with disabilities.
• Video interviews require candidates to keep their cameras on.

Hiring process

• Video interviews require the candidate’s camera to remain on.
• Successful hires must attend onboarding in person.