Onboarding Manager, Customer Experience (Tokyo, Japan)
Join Figma as an Onboarding Manager to lead customer onboarding processes and enhance user experience in a hybrid role based in Tokyo.
Requirements
- Experience
- 3+ years
Joblaze summary
The Onboarding Manager at Figma is responsible for guiding major clients through a structured onboarding process, ensuring they achieve immediate success with the platform. This role requires strong project management and communication skills, along with a background in B2B SaaS and fluency in both Japanese and English. Ideal candidates are those who can manage multiple projects and build relationships across various customer roles. Figma emphasizes a collaborative environment, making this position suitable for individuals eager to contribute to a dynamic team.
Joblaze insights
- Listed today on Joblaze — tracked directly from Figma's career page.
- Figma has 174 other open roles including Senior Solutions Consultant (Singapore), Recruiter (Paris, France), Product Support Specialist .
Quick facts
- Is the Onboarding Manager, Customer Experience (Tokyo, Japan) role remote?
- It's hybrid — Figma expects some on-site time in Tokyo, Japan.
- How much experience is required?
- At least 3 years of relevant experience for this Onboarding Manager, Customer Experience (Tokyo, Japan) role.
- Where is the role based?
- Figma is hiring for this position in Tokyo, Japan.
- What seniority level is this role?
- Figma targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Onboarding Manager, Customer Experience (Tokyo, Japan) role at Figma.
From the original posting
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 bring strong communication and project management skills, and a genuine investment in customer outcomes.
This is a full-time, hybrid role based out of our Tokyo hub.
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
- Collaborate with Technical Account Managers, Designer Advocates, and Product Support to drive a seamless customer onboarding experience
- 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
- 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 B2B SaaS experience in a customer-facing role working with technical products
- 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
- Demonstrated ability to build and maintain relationships with customers across a range of roles and seniority levels
- Demonstrated ability to navigate complex business and technical environments with a consultative approach
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
- Ability to adapt to change and ambiguity as the business evolves
- Adapt quickly to new technologies and continuously learn new tools and systems
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 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 accommodations-ext@figma.com. 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.