Onboarding Manager, Customer Experience

Figma • San Francisco, CA

12h • Remote

About The Position

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. 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. 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’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you!
This is a full time role that can be held from one of our US hubs or remotely in the United States.

Requirements

• 3+ years of experience in a customer facing role working with technical products
• B2B SaaS experience with a technical product
• Proven project management skills and experience working with multiple customers concurrently
• Excellent oral and written communication skills
• Experience speaking to customers representing different personas across both function and seniority
• Consultative approach; ability to navigate complex business needs and technical requirements

Nice To Haves

• Experience using or working with Figma, or other UX/UI experience
• You embody our values and can thrive in a constantly evolving and growing environment

Responsibilities

• Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
• Partner closely with Account Executives to ensure smooth customer handoff experience
• Understand customer goals and successfully manage their onboarding timeline towards value
• Work with Customer Enablement Managers, Technical Account Managers, Design Advocates and Solutions Consultants to effectively execute against the customer onboarding process
• 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
• Deliver live and scalable training sessions customized to customer maturity and needs
• 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

Benefits

• Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees