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About the Role

Figma is seeking an experienced and passionate leader to manage and scale the Customer Enablement function globally. This role involves leading a team of Customer Experience Managers (CEMs) who partner with Figma Weave's largest customers to drive engagement, adoption, and value realization. You will shape the CEM team's strategy, coach individual contributors, and contribute to the broader Customer Experience organization's goals, focusing on enabling customers to succeed and realize business value through the platform.

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
Refine and scale playbooks and best practices for CEMs
Drive operational excellence through team processes, tooling, and reporting
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
Represent the voice of the customer internally and influence product strategy

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 post-production, creative workflows, or Figma / Weave itself
Experience in a similar role at a creative, design, collaboration, or productivity-focused SaaS company
A background in VFX, post-production, Creative, UX/UI, Design Ops, or Frontend Development

Skills

Customer Experience
Customer Success
People Management
Strategic Thinking
Execution
Team Leadership
Communication
SaaS
Product Design
Product Development
Post-production workflows
Creative workflows
VFX
UX/UI
Design Ops
Frontend Development

Location

New York

Work Type

Full-time
Onsite

Experience Level

Manager

Salary/Compensations

$153,000—$269,000 USD

Benefits

Equity
Health coverage
Dental coverage
Vision coverage
Retirement benefits with company contributions
Parental leave
Reproductive or family planning support
Mental health and wellness benefits
Paid time off
Paid sick leave
Holidays
Paid flexible PTO
Company recharge days
Cell phone reimbursement
Home internet reimbursement
Lifestyle spending accounts
Sales incentive compensation (for most sales roles)
Annual bonus plan (for eligible non-sales roles)

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.
We're building the next chapter of AI-native craft and creativity - where craft and technology meet.
Our unified platform bridges the gap between AI capabilities and human creativity, and lets professional creatives and designers harness the power of the world’s leading AI models without losing precision, expression, or soul.
Together, we’re building tools that help people move faster without sacrificing quality, precision, or craft — a platform where AI supports creativity instead of flattening it.

Equal Opportunity

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.