Onboarding Manager, Customer Experience at Figma

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. What you'll do at Figma: • 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 We’d love to hear from you if you have: • 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 While it’s not required, it’s an added plus if you also have: • 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 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. Pay Transparency Disclosure If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. 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. Figma’s compensation and benefits are subject to change and may be modified in the future. Annual Base Salary Range:$127,000—$221,000 USDAt 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 equal opportunity workplace - 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, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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 [Upgrade to PRO to see contact]. 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. Examples of accommodations include but are not limited to: • Holding interviews in an accessible location • Enabling closed captioning on video conferencing • Ensuring all written communication be compatible with screen readers • Changing the mode or format of interviews To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding. By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.