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Customer Success & Support

Program Manager, Scale Onboarding (London, United Kingdom) Full Time

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!

In this role, you'll develop and deliver a scale customer onboarding experience for a high volume of customers in our commercial segments. You'll work closely with leadership to help design what scale onboarding can look like at Figma and expand our programs to support international sales teams. You will collaborate with other members of the Customer Onboarding team to inform and evolve the processes and materials for this program. Also, you will 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 based in London.

What you'll do at Figma:

  • Own and manage scale customer onboarding programs supporting a high volume of commercial customers
  • Partner closely with sales, marketing and enablement teams to develop and evangelize the program within the Figma organization
  • Guide customer goals and successfully drive a high volume of customers towards onboarding closeout
  • Partner with Marketing, Operations and Sales to build and optimize scalable customer programs
  • 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
  • Consult on product and industry best practices to act as a trusted advisor across a high-volume book of customers, inspiring new use cases for the product

We'd love to hear from you if you have:

  • 4+ years of relevant work experience, ideally in B2B SaaS
  • Experience managing customers through onboarding or implementation of technical products
  • Experience working with many customers at one time and demonstrated ability to drive towards successful customer outcomes through many programs
  • Proven time management and organization skills
  • Demonstrated comfort speaking to customers representing different personas across both function and seniority, as well as building and leading wide scale customer webinars, in collaboration with marketing teams

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

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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 

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.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.

Job Overview

  • Date Posted: Posted 1 month ago
  • Location: London, GB
  • Job Title: Program Manager, Scale Onboarding (London, United Kingdom)
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