Senior Manager, Customer Experience & Solutions (Tokyo, Japan)
Figma · Tokyo, Japan
About this role
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!
As Figma continues to grow its enterprise presence in Japan, we’re looking for a Snr Manager, Customer Experience & Solutions to lead our organization 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.
This is a senior, customer-facing leadership role that blends deep technical credibility, close sales partnership, and post-sales excellence. 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.
What you’ll do at Figma:
- Recruit, develop, and retain a high-performing team across Solutions Consulting, Onboarding, Enablement, and Technical Account Management — cultivating a culture of customer-centricity and operational excellence
- Partner with Japan Sales leadership to align on pipeline, deal strategy, and the motions that connect technical value to revenue
- Execute the end-to-end customer journey from pre-sales solutioning through onboarding, adoption, and renewal, building the milestones and frameworks that support value realization
- Help define how Figma delivers and measures value for our customers, including success planning, executive engagement, and account health programs
- Serve 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
- Bring 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
- Track the KPIs that connect team activity to business outcomes and use them to drive continuous improvement
We'd love to hear from you if you have:
- 10+ years in customer-facing technical sales roles within SaaS
- 6+ years leading Solutions Consulting or Sales Engineering teams
- A track record of building and scaling customer-facing teams, from hiring to developing the playbooks that drive consistent outcomes
- Demonstrated success partnering with regional Sales leadership on GTM strategy, iterating based on data and insights
- Business-level English proficiency
While not required, it’s an added plus if you also have:
- Experience building and leading post-sales teams
- Experience with MEDDICC sales qualification framework
- Prior experience managing managers
- Prior Figma, design or development experience
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.
About Figma
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!
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