Onboarding Manager, Customer Experience (Tokyo, Japan)

<div class="content-intro"><p>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!</p></div><p class="font-claude-response-body break-words whitespace-normal">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 bring strong communication and project management skills, and a genuine investment in customer outcomes.</p> <p class="font-claude-response-body break-words whitespace-normal">This is a full-time, hybrid role based out of our Tokyo hub.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>What you'll do at Figma:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Partner closely with Account Executives to ensure smooth customer handoff experience</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Understand customer goals and successfully manage their onboarding timeline towards value</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>We'd love to hear from you if you have:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">3+ years of B2B SaaS experience in a customer-facing role working with technical products</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Track record of juggling multiple customer projects concurrently, with strong organizational and project management skills</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Fluency in Japanese and English across written and verbal communication</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Demonstrated ability to navigate complex business and technical environments with a consultative approach</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>While it's not required, it's an added plus if you also have:</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience using or working with Figma, or other UX/UI experience</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Ability to adapt to change and ambiguity as the business evolves</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Adapt quickly to new technologies and continuously learn new tools and systems</li> </ul> <div class="section page-centered"> <div> <div class="section page-centered"> <div> <div>At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.</div> </div> </div> </div> </div><div class="content-conclusion"><p>At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">equal opportunity workplace</a> - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status<strong>, </strong>or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.</p> <p>We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to <a href="mailto:[email protected]">[email protected]</a>. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.&nbsp;</p> <p>Examples of accommodations include but are not limited to:&nbsp;</p> <ul> <li>Holding interviews in an accessible location</li> <li>Enabling closed captioning on video conferencing</li> <li>Ensuring all written communication be compati