Manager, Customer Enablement (Tokyo, Japan)

Location: Tokyo, Japan; full-time role based out of the Tokyo hub with in-person onboarding required.

Company

Figma provides a collaborative design platform that helps teams brainstorm, create prototypes, 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 serving Mid-Market, Enterprise, and Strategic customers.
• Set goals and expectations, provide mentorship and coaching, and support individual career development.
• Shape the Customer Experience Manager team strategy and contribute to broader Customer Experience goals.
• Partner with Sales, Support, Product, and Marketing to address customer needs and deliver strong customer outcomes.
• Ensure exceptional value and experience across the enterprise customer base while engaging directly with customers as a player-coach.
• Act as an escalation point when required.

Requirements

• 3+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function.
• 5+ years of total experience in customer-facing roles within high-growth SaaS companies.
• Customer-first mindset with strong strategic thinking and execution capabilities.
• Proven ability to lead, inspire, and scale teams through growth and change.
• Passion for building inclusive, thoughtful, and high-performance team cultures.
• Excellent communication skills and the ability to connect with a wide range of internal and external personas.

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

• Culture focused on learning, development, and growing as you go.
• Inclusive workplace that values diverse thoughts, experiences, and opinions.
• Reasonable accommodations are available throughout the application, interview, and employment process.
• Video interviews require candidates to keep their cameras on.
• Applications are limited to five within any rolling 30-day period, with restrictions on reapplying to an active or recently rejected role.

Hiring process

• Video interviews require the candidate's camera to remain on.
• Successful candidates must attend in-person onboarding.