Onboarding Manager, Customer Experience
Leads onboarding for Figma’s largest customers, managing timelines, cross-functional handoffs, training resources, and adoption initiatives. Requires 3+ years of customer-facing B2B SaaS experience, strong project management, consultative relationship-building, and fluency in Japanese and English.
About the job
Responsibilities
- Own and manage the onboarding process for the largest customers from pre-sales through successful onboarding closeout.
- Partner closely with Account Executives to ensure a smooth customer handoff.
- Understand customer goals and manage onboarding timelines toward value.
- Collaborate with Technical Account Managers, Designer Advocates, and Product Support to deliver a seamless onboarding experience.
- Report on metrics and customer feedback to assess onboarding impact and identify customer initiatives and product opportunities.
- Develop customer content and enablement resources for training, education, and accelerated product adoption.
- Consult on product and industry best practices as a trusted customer advisor.
Requirements
- 3+ years of B2B SaaS experience in a customer-facing role working with technical products.
- Experience managing multiple customer projects concurrently.
- Strong organizational and project management skills.
- Fluency in Japanese and English in written and verbal communication.
- Ability to build and maintain relationships with customers across roles and seniority levels.
- Ability to navigate complex business and technical environments with a consultative approach.
Nice to Have
- Experience using or working with Figma, or other UX/UI experience.
- Ability to adapt to change and ambiguity.
- Ability to quickly learn new technologies, tools, and systems.
Skills
B2B SaaS, Project Management, Customer Onboarding, Customer Success, Technical Products, Ux/Ui, Figma, Customer Education
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