Manager, Customer Enablement & Advisory Services (Tokyo, Japan)

Location: Tokyo, Japan; full-time role based out of the Tokyo hub

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

• Lead, manage, and grow a team of Customer Experience Managers.
• Set goals and expectations, provide mentorship and coaching, and support career development.
• Shape the strategy of the Customer Experience Manager function in Japan.
• Partner with Sales, Support, Product, and Marketing to address customer needs.
• Ensure strong engagement, adoption, value realization, and customer experience across Mid-Market, Enterprise, and Strategic accounts.
• Engage directly with customers and serve as an escalation point in a player-coach capacity.

Requirements

• 3+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function.
• 5+ years of experience in customer-facing roles at high-growth SaaS companies.
• Customer-first mindset with strong strategic thinking and execution skills.
• Ability to lead, inspire, and scale teams through growth and change.
• Excellent communication skills with a wide range of internal and external stakeholders.

Nice to have

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

Culture & Benefits

• Inclusive workplace that values diverse perspectives and experiences.
• Growth-oriented culture focused on continuous learning and development.
• Reasonable accommodations are available throughout the application, interview, and employment process.
• Video interviews require candidates to keep their cameras on.
• In-person onboarding is required if hired.

Hiring process

• Video interviews are conducted with cameras on.
• In-person onboarding is required after hiring.