Onboarding Manager

Customer Experience

Confirmed live in the last 24 hours

Locations

San Francisco, CA, USA • New York, NY, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

UI/UX Design

Communications

Requirements

2-4 years of relevant work experience, ideally in B2B SaaS
Experience managing customers through onboarding or implementation of technical products
Strong project management skills and experience working with multiple customers concurrently
Ability to thrive in a constantly evolving and growing environment
Excellent oral and written communication skills
Comfort speaking to customers representing different personas across both function and seniority
Consultative approach; ability to navigate complex business needs and technical requirements
Exposure to or interest in UX/UI design and/or web based, collaborative tools
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Responsibilities

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 manages their onboarding timeline towards value
Work with Solutions Architects, Design Advocates and Product Support to effectively execute against the customer onboarding process
Define and 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

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, create, test, and ship better designs, together. From great products to long-lasting companies, we believe that nothing great is made alone—come make with 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. As an early member of the team, you’ll work closely with our Senior Director of Customer Experience to help bring to life our end-to-end customer experience strategy. 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 manages their onboarding timeline towards value
Work with Solutions Architects, Design Advocates and Product Support to effectively execute against the customer onboarding process
Define and 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:

2-4 years of relevant work experience, ideally in B2B SaaS
Experience managing customers through onboarding or implementation of technical products
Strong project management skills and experience working with multiple customers concurrently
Ability to thrive in a constantly evolving and growing environment
Excellent oral and written communication skills
Comfort speaking to customers representing different personas across both function and seniority
Consultative approach; ability to navigate complex business needs and technical requirements
Exposure to or interest in UX/UI design and/or web based, collaborative tools

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.

Read more about our team

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let your recruiter know if you require accommodation.

About Figma

Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser. Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app. Today Figma is a platform with tools and spaces to support the entire product development process—idea to design to build—and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few.

At Figma, we celebrate and support our differences. We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish. Figma is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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 the applicable candidate section of Figma’s Privacy Policy.

501-1,000 employees

Website

Collaborative online design tools

Company Overview

Figma's mission to make design accessible to everyone. The company operates a suite of suite of industry leading collaborative design tools.

Benefits

Competitive salary & equity
Retirement with company contribution
Mental health and wellness benefits
Company recharge days
Work from home stipend
Health, Dental, & Vision
Parental leave & fertility support
Generous PTO
Learning & development stipend
Cell phone reimbursement

Company Core Values

Build community - We’re multiplayer people who love the weird, wonderful magic that happens when people connect. We build bridges — with both our Figmates and our users.
Run with it - Building Figma is about taking initiative, being bold and charting a new course, not running a playbook. Figmates are building the future of design by tackling big, scary, exciting challenges like Figma’s future depends on it. Because it does.
Love your craft - We build for builders and try to make complex things feel simple. We ask why until we get to the core and continually focus on solving the right problem, not just shipping work.
Grow as you go - Everyone’s a work in progress, and we’re here to help each other grow. With humility and curiosity, we give and get the ❤️ and 💯, and the direct feedback we all need to become great.