Manager, Customer Enablement
Leads and scales a team of Customer Experience Managers serving mid-market, enterprise, and strategic SaaS customers in Japan. The role combines people leadership, customer engagement, cross-functional collaboration, and post-sales strategy.
About the job
Responsibilities
- Lead, manage, and grow a team of high-performing Customer Experience Managers.
- 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.
- Ensure the team delivers exceptional value and experiences across the enterprise customer base.
- Engage directly with customers and act as an escalation point when required in a player-coach capacity.
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, 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.
- Experience in a similar role at a design, collaboration, or productivity-focused SaaS company.
- Background in UX/UI, Design Ops, or frontend development.
Compensation and Benefits
- Full-time role based out of Figma's Tokyo hub.
Skills
Customer Success, Customer Experience, SaaS, People Management, Strategic Thinking, Team Leadership, Coaching, Design Systems, Product Development Workflows, Figma
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