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Figma is seeking an experienced Manager of Customer Enablement & Advisory Services to lead and scale the Customer Experience team in Tokyo. This is a full-time, in-office leadership role managing a team of Customer Experience Managers (CEMs) who work with Figma's largest mid-market, enterprise, and strategic customers.
In this role, you will lead high-performing CEMs, set clear goals and expectations, provide mentorship and coaching, and support career development. You'll partner cross-functionally with Sales, Support, Product, and Marketing to ensure customer needs are met and exceeded. You'll ensure the team delivers exceptional value and experience across the enterprise customer base, regularly engage directly with customers, and serve as an escalation point when needed. The role emphasizes strong player-coach dynamics, combining leadership responsibilities with hands-on customer engagement.
You'll contribute to the broader Customer Experience organization's goals and help shape the strategy of the CEM function in Japan. Success requires driving engagement, adoption, and value realization for Figma's largest customers while building an inclusive, high-performance team culture.
Required qualifications include 3+ years of formal people management experience in Customer Experience, Customer Success, or similar post-sales functions, and 5+ years of total experience in customer-facing roles within high-growth SaaS companies. You should have a customer-first mindset with strong strategic thinking and execution capabilities, proven ability to lead and scale teams through growth and change, and excellent communication skills across internal and external personas.
Preferred qualifications include familiarity with design systems, product development workflows, or Figma itself; experience in similar roles at design, collaboration, or productivity-focused SaaS companies; or background in UX/UI, Design Ops, or Frontend Development. Figma values curiosity and learning; candidates whose experience doesn't perfectly align are encouraged to apply.
