Manager, Customer Enablement

Figma•San Francisco, CA

8d•$153,000 - $269,000•Hybrid

About The Position

Figma is seeking an experienced and passionate leader to manage and scale its Customer Enablement function in AMER. As the Manager, Customer Enablement, you will lead a team of Customer Experience Managers (CEMs) who partner deeply with select Mid-Market, Enterprise, and Strategic customers. Your role will involve shaping the strategy of the CEM team, coaching and developing individual contributors, and contributing to the broader goals of Figma’s Customer Experience organization. The ideal candidate will have experience scaling post-sales functions in high-growth SaaS environments and a strong motivation for helping customers succeed and realize business value through the Figma platform. This is a full-time role that can be based in one of Figma's US hubs or remotely within the United States.

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
A customer-first mindset with strong strategic thinking and execution capabilities
A proven ability to lead, inspire, and scale teams, especially through growth and change, and a passion for building inclusive, thoughtful, and high-performance team cultures
Excellent communication skills, with the ability to connect with a wide range of internal and external personas

Nice To Haves

Familiarity with design systems, product development workflows, or Figma itself
Experience in a similar role at a design, collaboration, or productivity-focused SaaS company
A background in UX/UI, Design Ops, or Frontend Development
Fluency or proficiency in additional languages like Spanish or Portuguese

Responsibilities

Lead, manage, and grow a team of high-performing CEMs
Set clear goals and expectations, provide mentorship and coaching, and support career development
Partner with Sales, Support, Product, and Marketing to ensure customer needs are met and exceeded
Refine and scale playbooks and best practices for CEMs
Drive operational excellence through team processes, tooling, and reporting
Ensure the team is delivering exceptional value and experience across our enterprise customer base
Regularly engage directly with customers and act as an escalation point when required (while this is a leadership role, we expect this role to include strong player-coach dynamics)
Represent the voice of the customer internally and influence product strategy