Onboarding Manager, Customer Experience (Tokyo, Japan)

Tokyo, JapanHybrid

Responsibilities

Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
Collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience
Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
Track record of juggling multiple customer projects concurrently, with strong organizational and project management skills

Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
experience to help identify new initiatives and materials needed to better engage and support our customers.
experience in a customer-facing role working with technical products
Fluency in Japanese and English across written and verbal communication
Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels
Demonstrated ability to navigate complex business and technical environments with a consultative approach
Experience using or working with Figma, or other UX/UI experience
Ability to adapt to change and ambiguity as the business evolves
Additionally, if hired you will be required to attend in person onboarding.

If you require accommodation, please reach out to accommodations-ext@figma.com .

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
If you're excited to shape the future of design and collaboration, join us!
As an Onboarding Manager, you'll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process.
You'll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience.
You bring strong communication and project management skills, and a genuine investment in customer outcomes.
This is a full-time, hybrid role based out of our Tokyo hub.
Partner closely with Account Executives to ensure smooth customer handoff experience
Understand customer goals and successfully manage their onboarding timeline towards value
Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product
While it's not required, it's an added plus if you also have: •