Description
We're looking for a Senior Manager, Customer Experience & Solutions to lead our organisation in-region. This leader will oversee Solutions Consulting, Customer Onboarding, Customer Enablement, and Technical Account Management,owning the end-to-end technical and value experience for Figma's customers, from pre-sales through long-term adoption and success.
The ideal candidate brings a strong pre-sales background, paired with experience leading post-sales teams and scaling customer-facing functions in high-growth SaaS environments. This role is based in Japan and requires business-level Japanese and English proficiency.
Key responsibilities include:
Recruiting, developing, and retaining a high-performing team across Solutions Consulting, Onboarding, Enablement, and Technical Account Management , cultivating a culture of customer-centricity and operational excellence Partnering with Japan Sales leadership to align on pipeline, deal strategy, and the motions that connect technical value to revenue Executing the end-to-end customer journey from pre-sales solutioning through onboarding, adoption, and renewal, building the milestones and frameworks that support value realization Helping define how Figma delivers and measures value for our customers, including success planning, executive engagement, and account health programs Serving as an executive sponsor for Figma's most strategic customer relationships in Japan, engaging at the C-suite and VP level to unblock challenges and support growth Bringing the voice of Japan's customers into Figma's global product and go-to-market strategy, partnering cross-functionally with Product, Engineering, and GTM leadership Tracking the KPIs that connect team activity to business outcomes and using them to drive continuous improvement