Onboarding Manager, Customer Experience (Tokyo, Japan)

ABOUT THE ROLE Figma is a leading design platform that empowers teams to create, collaborate, and bring ideas to life. As an Onboarding Manager, Customer Experience, you will play a critical role in ensuring the success of our largest customers by leading them through a seamless onboarding process. WHAT YOU'LL DO As an Onboarding Manager, Customer Experience, you will be responsible for managing the onboarding process from pre-sales through successful onboarding closeout for our largest customers. This includes partnering closely with Account Executives to ensure a smooth customer handoff experience, understanding customer goals, and successfully managing their onboarding timeline towards value. You will also collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience. Additionally, you will report on metrics and customer feedback to assess the impact of successful onboarding and identify new customer initiatives and product opportunities. You will develop content and enablement resources for customers to use for training and education, and help accelerate product adoption. WHAT YOU'LL NEED To succeed in this role, you will need 3+ years of B2B SaaS experience in a customer-facing role working with technical products. You should have a track record of juggling multiple customer projects concurrently, with strong organizational and project management skills. Fluency in Japanese and English across written and verbal communication is also required. You should be able to build and maintain relationships with customers across a range of roles and seniority levels, and navigate complex business and technical environments with a consultative approach. WHY REMOTE Figma is a remote-friendly company that values flexibility and work-life balance. As an Onboarding Manager, Customer Experience, you will have the opportunity to work remotely and be part of a global team that is passionate about making design accessible to all. BENEFITS Figma offers a comprehensive benefits package, including a competitive salary, health insurance, parental leave, education stipend, life insurance, and flexible schedule. We also offer opportunities for professional growth and development, and a supportive and inclusive work environment.