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About the Role
Figma is seeking an experienced and passionate leader to scale the Customer Enablement function in Japan. The Manager, Customer Enablement will lead a team of Customer Experience Managers (CEMs) who partner with select Mid-Market, Enterprise, and Strategic customers. This role involves shaping team strategy, coaching individual contributors, and contributing to the broader Customer Experience organization's goals. The ideal candidate is motivated by customer success and has experience scaling post-sales functions in high-growth SaaS environments.
Responsibilities
- Lead, manage, and grow a team of high-performing CEMs
- Set clear goals and expectations, provide mentorship and coaching, and support career development
- Partner with Sales, Support, Product, and Marketing to ensure customer needs are met and exceeded
- Ensure the team is delivering exceptional value and experience across our enterprise customer base
- Regularly engage directly with customers and act as an escalation point when required
Requirements
- 3+ years of formal people management experience in Customer Experience, Customer Success, or a similar post-sales function
- 5+ years of total experience in customer-facing roles within high-growth SaaS companies
- A customer-first mindset with strong strategic thinking and execution capabilities
- A proven ability to lead, inspire, and scale teams, especially through growth and change
- A passion for building inclusive, thoughtful, and high-performance team cultures
- Excellent communication skills, with the ability to connect with a wide range of internal and external personas
- Familiarity with design systems, product development workflows, or Figma itself
- Experience in a similar role at a design, collaboration, or productivity-focused SaaS company
- A background in UX/UI, Design Ops, or Frontend Development
Skills
- Customer Experience
- Customer Success
- People Management
- SaaS
- Strategic Thinking
- Team Leadership
- Communication
- Design Systems
- Product Development Workflows
- UX/UI
- Design Ops
- Frontend Development
Location
- Tokyo
Work Type
- Full-time
- Onsite
Experience Level
- 3+ years of formal people management experience
- 5+ years of total customer-facing experience
About the Company
- 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!
Equal Opportunity
- 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.
- 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.