Onboarding Manager, Customer Experience

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. As an early member of the team, you'll work closely with Customer Experience leadership to help evolve 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 our Berlin hub or remotely in Germany.

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 Solutions Consultants, Design Advocates and Product Support 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

• 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

• 4-6 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

• Written and spoken fluency in English and German

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
• Proven track record of adapting to new technologies and learning quickly

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.